Senior IT Support Specialist — Remote & Onsite (US)

Clarvida; Pottsville (Schuylkill County); Remote; USD 44,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k)

Mileage reimbursement

Cellphone stipend

Paid vacation and holidays

Job summary

Clarvida is seeking an IT Senior Support Specialist (U.S.-Based) to provide advanced remote and hands-on support for employees, offices, and field locations across the United States. This role coordinates with the Manila team and handles escalated incidents requiring local verification, vendor coordination, and on-site intervention.

The ideal candidate will own tickets during U.S. business hours, perform hardware troubleshooting, manage asset relocation, and document resolution steps clearly to

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.
• Preferred certifications include Microsoft, CompTIA, ITIL, networking, endpoint-management, or other relevant technology certifications.

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.

Skills

Advanced Level 3 IT support

Vendor coordination

US-based support coordination

Strong communication

Education

Associate's degree in Information Technology or related field

Microsoft/CompTIA/ITIL certifications

Tools

ServiceNow

Ticketing systems

Job description

Clarvida is seeking an IT Senior Support Specialist (U.S.-Based) to provide advanced remote and hands-on support for employees, offices, and field locations across the United States. This role coordinates with the Manila team and handles escalated incidents requiring local verification, vendor coordination, and on-site intervention.

The ideal candidate will own tickets during U.S. business hours, perform hardware troubleshooting, manage asset relocation, and document resolution steps clearly to