Senior IT Support Specialist — Remote, US-Based

Clarvida; Cresson (Cambria County); A distancia; USD 44.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid vacation days

Sick leave

Up to 10 paid holidays

Health insurance options

401(k)

EAP

Perks at Clarvida discounts

Mileage reimbursement

Cellphone stipend

Descripción de la vacante

Clarvida is seeking an IT Senior Support Specialist (U.S.-Based) to provide advanced remote and hands-on IT support for 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.

Formación

• Associate's degree in IT or related field, or equivalent experience.
• At least 3 years of progressive end-user, field, desktop, or network support experience.
• Hands-on hardware troubleshooting and vendor coordination experience.

Responsabilidades

• Provide 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.

Conocimientos

Language skills

Reasoning ability

Strong communication skills

Interpersonal skills

Customer service skills

Organizational skills

Critical thinking skills

Ability to handle multi-line phone

Educación

Associate's degree in Information Technology or related field

Descripción del empleo

Clarvida is seeking an IT Senior Support Specialist (U.S.-Based) to provide advanced remote and hands-on IT support for 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.