IT Technical Support Specialist - Hybrid

Sentara Hospitals; United States; Hybrid; USD 38,000 - 58,000; Full time

Benefits offered by this job

Medical Insurance

401(k) with match

Paid Time Off

Education assistance

Job summary

Sentara Healthcare seeks an IT Technical Support Specialist to join our help desk. The role is primarily call center-based, providing remote support for hardware, software, and networking issues.

The position is hybrid with potential for remote work, requires strong customer service, and the ability to work independently in a fast-paced environment. Bachelor's degree preferred.

Qualifications

• Experience in a call center environment providing technical support.
• Strong troubleshooting skills for hardware, software, and basic networking issues.
• Ability to clearly explain technical solutions to non-technical users.

Responsibilities

• Provide remote technical support for hardware, software, and network issues.
• Handle inbound/outbound calls with emphasis on inbound volume.
• Troubleshoot and resolve technical problems; document support activity.
• Escalate complex issues and provide user-friendly guidance.

Skills

Call center experience

Customer service

Troubleshooting

Technical support

Documentation

Education

Bachelor's Degree Preferred

Tools

Remote support software

Job description

City/State

Virginia Beach, VA

Work Shift

First (Days)

Location

Sentara Independence, Virginia Beach, VA

Shift Details

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

Rotating Weekends

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.

Job Description

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

Compensation

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.

Benefits

Sentara offers a comprehensive benefits package, including medical, dental, vision, life and disability insurance; 401(k)/403b 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 if established system and employee eligibility criteria is met.

Sentara Independence

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.

Equal Opportunity & Diversity

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.

Mission & Tobacco-free

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

Remote Work States

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.