IT Senior Support Specialist

Clarvida - Corporate•Minersville, PA

8d•$32 - $38•Remote

About The Position

The Information Technology Senior Support Specialist provides advanced remote and hands-on support for Clarvida employees, offices, and field locations across the United States. The role complements the Manila support organization by taking ownership of work that requires physical presence, U.S. business-hours coverage, local site knowledge, coordination with domestic vendors, and travel to Clarvida locations. The specialist handles escalated endpoint, network-connectivity, telephony, office-infrastructure, asset, and service-restoration issues that cannot be resolved fully through remote troubleshooting. The position is expected to maintain clear ticket ownership, coordinate cross-team handoffs, communicate business impact and restoration status, and remain accountable through final resolution. The role is based in Pennsylvania, with a higher focus in that state, and is remote based on business need. The employee must reside in the Pottsville, Pennsylvania area and be able to travel to supported locations. Travel within the United States is required when onsite support, office projects, equipment recovery, or service restoration cannot be completed remotely; travel may be up to 25% of the time. This is a full-time, non-exempt position with a stated pay range of $32.00–$38.00 per hour. The work environment may include a home office, satellite office, or other office location, and the noise level is usually moderate. The physical demands include regularly standing, walking, sitting, using hands, and speaking or hearing; occasional reaching, stooping, kneeling, crouching, or crawling; and occasional lifting or moving items. The description gives lifting limits of up to 20 pounds in one section and up to 50 pounds in another. Clarvida provides behavioral health and human services across the United States and describes its approach as outcome-driven, person-centered, trauma-informed, and recovery-focused.

Requirements

Associate's degree in Information Technology or a related field, or equivalent relevant work experience.
At least 3 years of progressively responsible end-user, field, desktop, or network support experience, including hands-on hardware troubleshooting and vendor coordination.
Ability to read, analyze, and interpret technical and operational documents.
Ability to communicate effectively verbally and in writing with employees, vendors, local leaders, and IT partners, and to clearly present incident status, business impact, risks, and recommended next steps.
Ability to solve practical problems in situations with limited standardization and interpret written, oral, diagram, or schedule-based instructions.
Microsoft Office suite skills, including Excel, Word, and Outlook.
Organizational, customer service, interpersonal, and critical-thinking skills.
Ability to handle a multi-line phone system.
Must reside in the Pottsville, Pennsylvania area and be able to travel to supported locations.
Ability to meet the described physical demands, with reasonable accommodation as applicable.

Nice To Haves

Microsoft, CompTIA, ITIL, networking, endpoint-management, or other relevant technology certifications.
Experience supporting geographically distributed U.S. offices, remote employees, and field-based operations.
Experience coordinating incidents with internet service providers, telecommunications carriers, cabling vendors, equipment manufacturers, and shipping providers.
Experience with ServiceNow or a comparable IT service management platform.
Experience working in a health care or human-services environment.
Experience working effectively in a multinational and multicultural support organization.

Responsibilities

Provide advanced Level 3 support for incidents requiring U.S.-based ownership, local business-hours coverage, or hands-on intervention.
Troubleshoot, repair, install, replace, and validate computers, peripherals, network equipment, and related technology at U.S. offices and service locations.
Own internet and telecommunications incidents for U.S. locations, including validating outages, documenting business impact, managing provider cases, escalating stalled restoration, and communicating status through resolution.
Coordinate with U.S. internet providers, telecommunications carriers, cabling contractors, electrical vendors, copier vendors, manufacturers, and other third parties.
Investigate office connectivity issues involving circuits, modems, routers, switches, wireless access points, cabling, wall jacks, switch ports, and local power; arrange onsite vendor support when needed.
Handle escalations from Manila or other support teams when physical access, local verification, equipment handling, or U.S. vendor coordination is required.
Support office openings, relocations, closures, expansions, and technology refreshes, including staging, deployment, testing, inventory validation, and post-change support.
Handle U.S. assets, including receiving, staging, imaging, deploying, replacing, recovering, storing securely, shipping, and preparing equipment for approved recycling or disposition.
Coordinate U.S. shipping and return logistics; investigate mis-deliveries, missing returns, damaged shipments, and equipment-recovery exceptions.
Provide hands-on support for hardware failures, including diagnostics, warranty coordination, device swaps, data-transfer coordination, and replacement deployment.
Support U.S. telephony and physical-office technology, including phones, mobile devices, conferencing equipment, alarms, copiers, printers, fax systems, and related cabling or connectivity.
Participate in planned office-hours sessions, deployment waves, migrations, and high-impact initiatives requiring U.S. employee coverage or onsite response.
Own urgent incidents during U.S. operating hours and provide direct, documented shift handoffs that include notification, business impact, current status, and next action.
Work with Infrastructure, Information Security, Clinical Applications, Facilities, Procurement, and local leadership to resolve complex incidents within approved access, security, and escalation procedures.
Document troubleshooting, vendor case numbers, outage timelines, equipment movement, user communications, business impact, resolution steps, and follow-up actions in ServiceNow or the designated system of record.
Create and maintain knowledge articles, local site documentation, vendor contacts, circuit details, support procedures, and recovery instructions.
Travel to Clarvida offices and service locations for incidents, projects, deployments, office moves, equipment recovery, and other work that cannot be completed remotely.
Communicate respectfully, promptly, and clearly with employees, local leaders, and IT partners, translating technical findings into practical next steps and restoration expectations.