IT Technical Support Specialist - Hybrid

Sentara Health; Independence (MO); Hybrid; USD 38,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401k/403B with Employer Match

Paid Time Off and Sick Leave

Life Insurance

Job summary

Sentara Independence in Virginia Beach, VA, seeks an IT Technical Support Specialist to join the help desk. This hybrid role offers potential remote work, with a standard 9:30 AM to 8:00 PM EST schedule across 4 ten-hour shifts and rotating weekends.

The role focuses on remote support for hardware, software, and basic networking, handling high-volume inbound calls while documenting activity and guiding non-technical users through solutions. Strong customer service and teamwork are essential.

Qualifications

• Experience providing technical support in a call center environment is required.
• Strong troubleshooting skills for hardware, software, and basic networking issues.
• Ability to clearly explain technical solutions to non-technical users.
• Proficiency in documenting tickets, solving complex issues and escalating as needed.
• Customer-focused with the ability to handle high-volume inbound calls.

Responsibilities

• Troubleshoot and resolve technical problems for users.
• Document all support activity and ticket details.
• Escalate complex issues to appropriate teams when needed.
• Provide user-friendly guidance to non-technical users.
• Analyze system performance and identify potential issues proactively.

Skills

Customer service

Communication skills

Troubleshooting

Documentation

Call center experience

Team collaboration

Education

Bachelor’s degree preferred

Job description

City/State

Virginia Beach, VA

Work Shift

First (Days)

Overview:

Overview

Sentara Healthcare is seeking an IT Technical Support Specialist to join our IT help desk support team.

This is a hybrid position with the potential for remote work.

Location : Sentara Independence, Virginia Beach, VA

The standard shift is 9:30 AM to 8:00 PM EST, 4 days a week (10-hour shifts)

Rotating Weekends

This role will be primarily call center-based , providing remote technical support for hardware, software, and network-related issues through inbound and outbound calls , with a heavy focus on inbound volume.

The Specialist will be responsible for troubleshooting and resolving technical problems, documenting support activity, escalating complex issues, and providing user-friendly guidance to non-technical users. In addition, they will analyze system performance and proactively identify any potential issues.

The ideal candidate will have a strong customer service mindset, effective communication skills, and the ability to work independently and collaboratively in a fast-paced support environment.

Education

Bachelor’s Degree Preferred

Certification/Licensure

No specific certification or licensure requirements

Experience

• Experience providing technical support in a call center environment required
• Strong troubleshooting skills for hardware, software, and basic networking issues
• Ability to clearly explain technical solutions to non-technical users
• Proficiency in documenting tickets, solving complex issues and escalating issues when needed
• Customer-focused with the ability to handle high-volume inbound calls

We provide market-competitive compensation packages, inclusive of base pay, incentives, and benefits. The base pay range for full-time employment is $27.36 - $42.20 hourly. Additional compensation may be available for this role, such as shift differentials, on-call pay, overtime, shift premiums, extra-shift incentives, or bonus opportunities. Compensation within the range may vary based on qualifications, experience, location, market conditions, and business needs.Sentara offers a comprehensive benefits package, including medical, dental, vision, life and disability insurance; 401(k)/403(b) with employer match; paid time off (vacation, sick time, and holidays); paid parental and military leave; educational assistance or student loan repayment; and voluntary benefits.

Benefits: Caring For Your Family and Your Career

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000
• Pet Insurance
• Legal Resources Plan
• Colleagues have the opportunity to earn an annual discretionary bonus ifestablished system and employee eligibility criteria is met.

Sentara Independence provides quality outpatient services to the surrounding community. The facility includes an ambulance-accessible emergency room that is supported by board-certified physicians. Sentara Independence houses state-of-the-art medical equipment and highly-skilled physicians and staff. Sentara Independence is now an extension of the quality services at Sentara Virginia Beach General Hospital including advanced imaging and physical therapy.

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

In support of our mission “to improve health every day,” this is a tobacco-free environment.

For positions that are available as remote work, Sentara Health employs associates in the following states:

Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.