IT Senior Support Specialist

Clarvida•Pine Grove, PA

2d•Remote

About The Position

Clarvida is hiring a U.S.-based IT Senior Support Specialist to provide advanced remote and hands-on IT support to employees, offices, and field locations across the United States. The role complements the Manila support organization and takes ownership of work requiring physical presence, U.S. business-hours coverage, local site knowledge, coordination with domestic vendors, or travel to Clarvida locations. It handles escalated endpoint, network-connectivity, telephony, office-infrastructure, asset, and service-restoration issues that cannot be resolved fully through remote troubleshooting. The specialist maintains ticket ownership, coordinates cross-team handoffs, communicates business impact and restoration status, and remains accountable through resolution. The position is based in Pennsylvania, with a higher focus there, 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. The role is full-time and non-exempt, with a listed pay range of $32.00–$38.00 per hour. Clarvida provides behavioral health and human services across the United States. It describes its work as outcome-driven, person-centered, trauma-informed, and recovery-focused, and says it empowers employees to contribute to improving lives and communities.

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 verbally and in writing with employees, vendors, local leaders, and IT partners, and to present incident status, business impact, risks, and recommended next steps clearly.
Ability to solve practical problems involving varied circumstances and limited standardization, and to interpret written, oral, diagrammed, or scheduled instructions.
Microsoft Office suite skills, including Excel, Word, and Outlook.
Organizational, customer service, interpersonal, and critical-thinking skills; strong communication skills.
Ability to handle a multi-line phone system.
Ability to meet the stated physical demands, including occasionally lifting or moving up to 50 pounds, subject to reasonable accommodation.
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, mobile devices, 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 delays, and communicating status through resolution.
Coordinate with 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 necessary.
Handle tickets initially triaged remotely by Manila or other teams when physical access, local verification, equipment handling, or U.S. vendor coordination is required.
Provide onsite and remote technical support for office openings, relocations, closures, expansions, and technology refreshes, including staging, deployment, testing, inventory validation, and post-change support.
Manage local U.S. equipment and assets, including receiving, staging, imaging, deploying, replacing, recovering, securely storing, shipping, and preparing equipment for approved recycling or disposition.
Coordinate shipping and return logistics with employees, offices, carriers, and internal asset teams; investigate mis-deliveries, missing returns, damaged shipments, and equipment-recovery exceptions.
Support hardware failures that cannot be resolved remotely through component diagnostics, warranty coordination, device swaps, data-transfer coordination, and replacement deployment.
Support U.S. telephony and physical-office technology, including desk 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, including mobile-device and endpoint-management changes.
Maintain ownership of urgent incidents during U.S. operating hours and provide documented shift-boundary handoffs covering notification, business impact, current status, and next action.
Collaborate with Infrastructure, Information Security, Clinical Applications, Facilities, Procurement, and local leadership 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.
Travel to U.S. 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.
Perform other duties and responsibilities as assigned; duties and activities may change with or without notice.