Remote IT Senior Support & Onsite Specialist

Clarvida; Ashland (CA); Remote; USD 44,000 - 52,000; Full time

Benefits offered by this job

Insurance options (medical, dental, & 

401(k)

EAP

Mileage reimbursement

Cellphone stipend

Job summary

Clarvida is seeking an IT Senior Support Specialist (U.S.-Based) to deliver advanced remote and hands-on IT support for employees, offices, and field locations across the United States. This role requires U.S.

business-hours coverage, local site knowledge, and travel to Clarvida locations when needed. The role complements Manila support by owning tasks that require physical presence, vendor coordination, and onsite troubleshooting, while maintaining clear ticket ownership and timely restoration

Qualifications

• Associate's degree in Information Technology or related field required.
• At least 3 years of progressively responsible end-user, field, desktop, or network support experience, including hands-on hardware troubleshooting and vendor coordination.

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.

Skills

End-user hardware support

Network troubleshooting

Vendor coordination

Communication skills

ServiceNow familiarity

Education

Associate's degree in Information Technology or related field

Tools

ServiceNow

Job description

Clarvida is seeking an IT Senior Support Specialist (U.S.-Based) to deliver advanced remote and hands-on IT support for employees, offices, and field locations across the United States. This role requires U.S.

business-hours coverage, local site knowledge, and travel to Clarvida locations when needed. The role complements Manila support by owning tasks that require physical presence, vendor coordination, and onsite troubleshooting, while maintaining clear ticket ownership and timely restoration