IT Senior Support Specialist

Clarvida•Tamaqua, PA

2d•Remote

About The Position

The IT 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 handling work that requires physical presence, U.S. business-hours coverage, local site knowledge, coordination with domestic vendors, or travel to Clarvida locations. It resolves escalated endpoint, network-connectivity, telephony, office-infrastructure, asset, and service-restoration issues that cannot be completed through remote troubleshooting alone. The specialist maintains clear ticket ownership, coordinates cross-team handoffs, communicates business impact and restoration status, and remains accountable through final resolution. The position is remote, but the employee must reside in the Pottsville, Pennsylvania area and be able to travel to supported locations. It is based in Pennsylvania, with a higher focus on that state, and may require travel elsewhere in the United States, including travel of up to 25% of the time. The role is full-time and non-exempt, with a stated salary range of $32.00–$38.00 per hour. The role works with Infrastructure, Information Security, Clinical Applications, Facilities, Procurement, local leadership, employees, and external vendors. It requires accurate documentation in ServiceNow or another designated system of record, clear communication, and adherence to approved access, security, and escalation procedures. The work environment may include a home office, satellite office, or other office setting, and the noise level is usually moderate.

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, diagrammatic, or scheduled 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.
Strong communication skills.
Must reside in the Pottsville, Pennsylvania area and be able to travel to supported locations.

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, phones, mobile devices, 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 efforts, and communicating status through resolution.
Coordinate with U.S. internet service providers, telecommunications carriers, cabling contractors, electrical vendors, copier vendors, equipment 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.
Serve as the hands-on escalation point for issues initially triaged remotely when physical access, local verification, equipment handling, or U.S. vendor coordination is required.
Support office openings, relocations, closures, expansions, and technology refreshes through equipment staging, deployment, testing, inventory validation, and post-change support.
Handle U.S. assets, including receiving, staging, imaging, deploying, replacing, recovering, securely storing, 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.
Resolve hardware failures that cannot be addressed remotely, including component 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 connectivity.
Participate in planned office-hours sessions, deployment waves, migrations, and high-impact initiatives requiring U.S. employee coverage or onsite response, including mobile-device and endpoint-management changes.
Own urgent incidents during U.S. operating hours and provide documented shift handoffs containing notification, business impact, current status, and next action.
Work with internal IT teams, Facilities, Procurement, and local leadership to resolve complex incidents while following approved access, security, and escalation procedures.
Document troubleshooting, vendor case numbers, outage timelines, equipment movement, user communication, business impact, resolution steps, and follow-up actions in ServiceNow or the designated system.
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 and clearly with employees, local leaders, and IT partners, translating technical findings into practical next steps and restoration expectations.