IT Senior Support Specialist

Clarvida • Pottsville, 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 internet, telecommunications, cabling, shipping, and repair vendors, or 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 role requires clear ticket ownership, coordinated cross-team handoffs, communication about business impact and restoration status, and accountability through final resolution.

The position is remote, with a requirement to reside in the Pottsville, Pennsylvania area and travel to supported locations as needed. It has a higher focus in Pennsylvania and may require travel throughout the state and elsewhere in the United States. Travel may be up to 25% of the time. The work environment may include a home office, satellite office, or other office location; noise levels are usually moderate. This is a full-time, non-exempt position.

Clarvida describes its work as delivering outcome-driven, person-centered, trauma-informed, and recovery-focused behavioral health and human services across the United States. It states that it is an equal opportunity employer committed to diversity and inclusion.

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.
• Strong communication skills.
• Must reside in the Pottsville, Pennsylvania area.
• Ability to travel to supported locations as needed; travel may be up to 25% of the time.
• Ability to meet the stated physical demands, with reasonable accommodations where applicable, including occasional lifting or moving of up to 50 pounds.

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 endpoint devices, 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 delayed restoration, 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 when remote support is insufficient.
• 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 remotely triaged tickets that require physical access, local verification, equipment handling, or U.S. vendor coordination.
• 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 returns with employees, offices, carriers, and internal asset teams; investigate mis-deliveries, missing returns, damaged shipments, and equipment-recovery exceptions.
• Resolve hardware failures that cannot be fixed 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 associated cabling or 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.
• Maintain ownership of urgent incidents during U.S. operating hours and provide 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 while following 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 for U.S. offices and recurring field-support scenarios.
• Travel to U.S. Clarvida offices and service locations for incidents, projects, deployments, office moves, equipment recovery, and 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.

Benefits

• Paid vacation days that increase with tenure.
• Separate sick leave that rolls over annually.
• Up to 10 paid holidays, varying by region.
• Medical, dental, and vision insurance options.
• 401(k).
• Employee Assistance Program (EAP).
• Discounts on shopping, travel, Verizon, and entertainment through Perks @ Clarvida.
• Mileage reimbursement, if applicable.
• Cellphone stipend, if applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree