IT Technical Support Specialist - Hybrid

Sentara Hospitals is seeking an IT Technical Support Specialist for a hybrid role on the IT help desk. The position centers on remote hardware, software, and network support delivered through a high-volume call center, with inbound interactions driving the pace of work. Based in Virginia Beach, VA, this role blends on-site collaboration with remote responsibilities as part of a fast-paced support team.

Overview

Sentara Healthcare is seeking an IT Technical Support Specialist to join the IT help desk support team. This is a hybrid role with potential remote work. The standard schedule runs 9:30 AM to 8:00 PM EST, four 10-hour days per week, with rotating weekends.

Responsibilities

• Deliver remote technical support for hardware, software, and network-related issues via inbound and outbound calls, with a heavy inbound volume in a call-center setting.
• Troubleshoot and resolve technical problems to restore normal operations.
• Document support activity and maintain accurate ticket records.
• Escalate complex issues to appropriate tiers as needed.
• Provide user-friendly guidance to non-technical users to facilitate issue resolution.
• Analyze system performance and proactively identify potential issues.

Requirements

• Experience delivering technical support in a call center environment.
• Strong troubleshooting skills for hardware, software, and basic networking issues.
• Ability to clearly explain technical solutions to non-technical users.
• Proficiency in documenting tickets, resolving complex issues, and escalating when necessary.
• Customer-focused with the ability to manage high-volume inbound calls.
• Bachelor’s Degree Preferred.

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 and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000
• Reimbursement for certifications and full access to CEUs and professional development
• Pet Insurance
• Legal Resources Plan
• Opportunity to earn an annual discretionary bonus if system performance and eligibility criteria are met

Location

Virginia Beach, VA

Work Schedule

First shift, days. Standard hours are 9:30 AM to 8:00 PM EST, four 10-hour days per week, with rotating weekends. This is a hybrid position with potential remote work.

Education

Bachelor’s Degree Preferred.

Remote Work Eligibility

For remote positions, 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.