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.

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.

• 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, Fed Ex 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…