IT Technical Support Specialist

Sentara Hospitals is hiring an IT Technical Support Specialist to support users through the IT help desk. This hybrid position in Virginia Beach, VA includes call center-based remote technical support, using inbound and outbound calls to resolve hardware, software, and network concerns.

Location and Work Arrangement

• Location: Virginia Beach, VA
• Work model: Hybrid, with potential for remote work

Role Responsibilities

• Deliver remote technical support for hardware, software, and network-related issues via inbound and outbound calls, with a heavy focus on inbound volume
• Troubleshoot and resolve technical problems
• Document support activity
• Escalate complex issues when needed
• Provide clear, user-friendly guidance to non-technical users
• Analyze system performance and proactively identify potential issues

Requirements

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

Education

• Bachelor’s Degree: Preferred

Work Schedule

• Shift type: First (Days)
• Typical schedule: 9:30 AM to 8:00 PM EST, 4 days per week (10-hour shifts)
• Availability: Rotating weekends

Compensation

• Base pay range (full-time): $27.36 to $42.20 per hour
• Additional compensation may be available, including shift differentials, on-call pay, overtime, shift premiums, extra-shift incentives, and bonus opportunities

Benefits

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental and 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, plus discounted educational opportunities through Guild Education
• Student Debt Pay Down: $10,000
• Pet Insurance
• Legal Resources Plan
• Annual discretionary bonus opportunity if the established system and employee eligibility criteria are met

Certifications and Licensure

No specific certification or licensure requirements are listed for this role.