IT Technical Support Specialist - Hybrid
About The Position
Sentara Healthcare is seeking an IT Technical Support Specialist to join its IT help desk support team. This hybrid position, with potential for remote work, is based at Sentara Independence in Virginia Beach, Virginia. The role is primarily call center-based and provides remote technical support for hardware, software, and network-related issues through inbound and outbound calls, with a heavy focus on inbound volume. The Specialist troubleshoots and resolves technical problems, documents support activity, escalates complex issues, and provides user-friendly guidance to non-technical users. The role also involves analyzing system performance and proactively identifying potential issues. The ideal candidate has a strong customer service mindset, effective communication skills, and can work independently and collaboratively in a fast-paced support environment. The standard schedule is four 10-hour shifts per week, 9:30 AM to 8:00 PM EST, with rotating weekends. The base pay range for full-time employment is $27.36–$42.20 per hour. Compensation may vary based on qualifications, experience, location, market conditions, and business needs; additional compensation may include shift differentials, on-call pay, overtime, shift premiums, extra-shift incentives, or bonuses.
Requirements
- Experience providing 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, solving complex issues, and escalating issues when needed.
- Customer-focused approach and ability to handle high-volume inbound calls.
Nice To Haves
- Bachelor’s degree preferred.
Responsibilities
- Provide remote technical support for hardware, software, and network-related issues through inbound and outbound calls, with a heavy focus on inbound calls.
- Troubleshoot and resolve technical problems.
- Document support activity and tickets.
- Escalate complex issues when needed.
- Provide user-friendly guidance to non-technical users.
- Analyze system performance and proactively identify potential issues.
Benefits
- Medical, dental, and 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 and short-term disability and critical illness plans
- Life insurance
- 401(k)/403(b) with employer match
- Tuition assistance of $5,250 per year and discounted educational opportunities through Guild Education
- Student debt pay down up to $10,000
- Pet insurance
- Legal Resources Plan
- Opportunity to earn an annual discretionary bonus, subject to established system and employee eligibility criteria
- Paid holidays
- Paid military leave
- Educational assistance or student loan repayment
- Voluntary benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
