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.
