IT Senior Support Specialist

IT Senior Support Specialist Location: Remote (must reside in the Pottsville, PA area) Employment Type: Full-time (non-exempt) Salary: $32.00-$38.00/hr. ABOUT THE ROLE The Information Technology Senior Support Specialist (U.S.-Based) provides advanced remote and hands-on support for Clarvida employees, offices, and field locations across the United States. This role complements the Manila support organization by owning work that requires physical presence, U.S. business-hours coverage, local site knowledge, direct coordination with domestic internet, telecommunications, cabling, shipping, and repair vendors, and travel to Clarvida locations. The position handles escalated endpoint, network-connectivity, telephony, office-infrastructure, asset, and service-restoration issues that cannot be completed fully through remote troubleshooting. The specialist is expected to maintain clear ticket ownership, coordinate cross-team handoffs, communicate business impact and restoration status, and remain accountable through final resolution. ESSENTIAL DUTIES AND RESPONSIBILITIES Provide advanced Level 3 support for incidents requiring U.S.-based ownership, local business-hours coverage, or hands-on intervention. Perform onsite troubleshooting, repair, installation, replacement, and validation of laptops, desktops, monitors, docking stations, printers, scanners, desk phones, mobile devices, network equipment, and related peripherals at U.S. offices and service locations. Own internet and telecommunications incidents for U.S. locations, including validating the outage, documenting business impact, opening and managing carrier or provider cases, escalating stalled restoration efforts, and communicating status through resolution. Coordinate directly with U.S. internet service providers, telecommunications carriers, cabling contractors, electrical vendors, copier vendors, equipment manufacturers, and other third parties when remote support alone cannot restore service. Investigate office connectivity issues involving circuits, modems, routers, switches, wireless access points, cabling, wall jacks, switch ports, and local power conditions, and arrange onsite vendor support when required. Serve as the hands-on escalation point for tickets initially triaged remotely by Manila or other support teams when physical access, local verification, equipment handling, or U.S. vendor coordination is required. Provide onsite and remote support for office openings, relocations, closures, expansions, and technology refresh activities, including equipment staging, deployment, testing, inventory validation, and post-change support. Perform local asset handling for U.S. employees and offices, 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 with employees, offices, FedEx or other carriers, and internal asset teams; investigate mis-deliveries, missing returns, damaged shipments, and equipment-recovery exceptions. Provide hands-on support for hardware failures that cannot be resolved remotely, including 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 dependencies. Participate in planned office-hours sessions, deployment waves, migrations, and high-impact initiatives where U.S. employee coverage or onsite response is needed, including mobile-device and endpoint-management changes. Maintain ownership of urgent incidents during U.S. operating hours and ensure direct, documented handoffs at shift boundaries; urgent issues must include a clear 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 remaining within 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 accurately 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 as needed for incidents, projects, deployments, office moves, equipment recovery, and other work that cannot be completed remotely. Provide respectful, timely, and clear communication to employees, local leaders, and IT partners, translating technical findings into practical next steps and restoration expectations. OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Position is based and has higher focus in Pennsylvania and may require travel to locations throughout the state to perform duties PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. WORK ENVIRONMENT The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. TRAVEL This position requires travel within the United States when onsite support, office projects, equipment recovery, or service restoration cannot be completed remotely. REQUIRED EDUCATION AND/OR EXPERIENCE 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 PREFERRED EDUCATION AND/OR EXPERIENCE 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 CERTIFICATES, LICENSES, REGISTRATIONS n/a QUALIFICATIONS Language Skills - 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. Ability to present incident status, business impact, risks, and recommended next steps clearly. ADDITIONAL ELIGIBILITY QUALIFICATIONS Microsoft Office suite (Excel, Word, Outlook) Organizational skills Customer Service skills Interpersonal Skills Critical Thinking skills Ability to handle multi-line phone system Strong communication skills PHYSICAL DEMANDS Clarvida is an Equal Opportunity Employer, the physical demands described herein are representative of those that may be required of an employee to effectively perform the essential functions of this position. Reasonable accommodation may be considered to enable individuals to perform the essential functions. While performing the duties of this position, an employee may be required to stand, walk; sit; range of motion of full mobility and use of hands to fingers, handle, or feel; and speak/talk, write/type or listen/hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. WORK ENVIRONMENT Clarvida is an Equal Opportunity Employer, the work environment described herein is representative of those that may be required of an employee to effectively perform the essential functions of this position. Reasonable accommodation may be considered to enable individuals to perform the essential functions. Office Setting and/or Office Location, to include but not limited to Home Office, Satellite Office, the noise level in the work environment is usually moderate. TRAVEL This position may require travel, up to 25% of the time. Compensation & Benefits Full-time Employees: Paid vacation days (increase with tenure) Separate sick leave that rolls over annually Up to 10 paid holidays (varies by region) Medical, dental, and vision insurance options 401(k) Employee Assistance Program (EAP) Perks @ Clarvida – discounts on shopping, travel, Verizon, and entertainment Mileage reimbursement (if applicable) Cellphone stipend (if applicable) Work Location Remote (based on business need; must be able to travel to supported locations) Employment Type Full-time (Non-exempt) About Clarvida Clarvida’s success is built on the strength of our people and a shared commitment to improving lives and communities. We empower employees to bring their full potential to their work while delivering outcome-driven, person-centered, trauma‑informed, and recovery-focused behavioral health and human services across the United States. Learn more: See other opportunities: Equal Opportunity Employer Clarvida is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr