Senior IT Support & Onsite Field Specialist

Clarvida; Minersville (PA); Remote; USD 44,000 - 52,000; Full time

Benefits offered by this job

Paid vacation days

Sick leave

Holidays (region dependent)

Medical, dental, and vision insurance

Job summary

Clarvida is seeking a IT Senior Support Specialist (U.S.-Based) to provide advanced remote and hands-on support for employees and offices across the United States. The role requires U.S. business-hours coverage, travel to Clarvida locations, and coordination with local vendors for internet, telecom, and hardware issues.

Responsibilities include onsite troubleshooting, asset handling, incident ownership, and collaboration with cross-functional teams to restore services quickly and accurately.

Qualifications

• 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.

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.

Education

Associate's degree in Information Technology or related field

Equivalent relevant work experience

Tools

ServiceNow

Job description

Clarvida is seeking a IT Senior Support Specialist (U.S.-Based) to provide advanced remote and hands-on support for employees and offices across the United States. The role requires U.S. business-hours coverage, travel to Clarvida locations, and coordination with local vendors for internet, telecom, and hardware issues.

Responsibilities include onsite troubleshooting, asset handling, incident ownership, and collaboration with cross-functional teams to restore services quickly and accurately.