Associate IT Technical Support Specialist

About Sentara Health

Sentara Health is a leading integrated healthcare organization dedicated to providing high-quality, patient-centered care. With a rich history spanning over a century, Sentara has established itself as a trusted provider in numerous communities across the United States. The organization operates a network of hospitals, outpatient facilities, and healthcare services designed to meet the diverse needs of the populations they serve. Committed to innovation, excellence, and community well-being, Sentara continuously strives to set the standard for clinical quality and personalized healthcare services. The company values diversity, inclusion, and belonging, fostering a work environment that reflects the communities it serves. Sentara Health is an equal opportunity employer that promotes a culture of respect, integrity, and continuous improvement.

About the Associate IT Technical Support Specialist Role

The Associate IT Technical Support Specialist at Sentara Health is a vital customer-facing role responsible for assisting healthcare professionals and staff with technical issues related to computer hardware, software applications, devices, and monitoring systems. This full-time, onsite position is based at Sentara Martha Jefferson Hospital in Charlottesville, VA, and involves providing technical support through multiple channels, including phone, messaging platforms, and in-person interactions. The role requires a proactive approach to diagnosing and resolving technical problems, ensuring minimal disruption to clinical and administrative operations. The candidate will work closely with other IT team members and healthcare staff to maintain the integrity and efficiency of the hospital's technology infrastructure. This position offers an excellent opportunity for entry-level professionals to develop their skills in a dynamic healthcare environment while contributing to the delivery of quality patient care.

Qualifications

• Bachelor's Degree in Computer Science, Management Information Systems (MIS), or a related field is preferred. Equivalent experience may be considered.
• 0-2 years of relevant experience with a degree or 3 years without a degree.
• Possession of or willingness to obtain Microsoft or Azure certifications such as Microsoft Certified: Azure Fundamentals or Azure Administrator Associate is preferred.
• Strong problem-solving and troubleshooting skills, with the ability to diagnose technical issues efficiently.
• Excellent attention to detail and follow-up skills to ensure issues are fully resolved.
• Customer-focused mindset with strong oral and written communication skills.
• Ability to work collaboratively within a team and independently when required.
• Willingness to be on call outside of normal business hours to address urgent technical issues.

Responsibilities

• Assist end-users with technical issues related to hardware, software, applications, and devices through remote support, phone, or in-person.
• Diagnose and troubleshoot technical problems accurately, providing effective solutions in a timely manner.
• Document all support interactions and resolutions to maintain accurate records and facilitate future troubleshooting efforts.
• Maintain and update technical skills by staying current with the latest developments in healthcare technology and solutions.
• Collaborate with other IT team members to support hospital systems and infrastructure.
• Participate in on-call rotations to provide support outside regular working hours as needed.
• Assist with hardware and software installations, upgrades, and configurations within the hospital environment.
• Ensure compliance with organizational policies and security standards during all support activities.

Benefits

Sentara Health offers a comprehensive benefits package designed to support the health and well-being of its employees and their families, including:

• Medical, Dental, and Vision insurance plans
• Reimbursement programs for Adoption, Fertility, and Surrogacy expenses up to $10,000
• Paid Time Off (PTO) and Sick Leave to promote work-life balance
• Paid Parental and Family Caregiver Leave
• Emergency Backup Care services
• Long-term and Short-term Disability Insurance, as well as Critical Illness plans
• Life Insurance coverage
• 401(k)/403(b) retirement plans with employer matching contributions
• Tuition Assistance up to $5,250 annually and discounted educational opportunities through Guild Education
• Student Debt Pay Down program offering up to $10,000
• Reimbursement for professional certifications and access to continuing education units (CEUs)
• Pet Insurance options
• Legal Resources Plan for personal legal needs
• Potential for annual discretionary bonuses based on system performance and employee eligibility

Equal Opportunity

Sentara Health is an equal opportunity employer committed to fostering a diverse and inclusive workforce. We celebrate the differences of our employees and believe that a diverse environment enhances our ability to serve our communities effectively. We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected characteristic. Our organization actively promotes a culture of respect, equity, and belonging, ensuring all team members have equal access to opportunities for growth and development. We support our mission to improve health every day in a welcoming and inclusive environment.

Key skills/competency

• Technical Support
• Troubleshooting
• Hardware & Software Diagnostics
• Customer Service
• Healthcare IT
• System Monitoring
• Documentation
• Problem Solving
• Microsoft Azure
• On-call Support