IT Solutions Technician

Redefine the future of customer experiences. One conversation at a time.

At Nextiva were reimagining how businesses connect bringing together customer experience and team collaboration on a single conversation centric platform. Powered by AI driven by human innovation.

Our culture is forward thinking customer obsessed and built on the belief that meaningful connections drive better business outcomes. Whether its through our signature Amazing Service the technology we create or the experiences we cultivate connection is at the core of who we are.

If youre ready to collaborate with incredible people make an impact and help businesses everywhere deliver truly amazing experiences this is where you belong.

Nextivas IT Solutions team is seeking an experienced and proactive End User Support Specialist to join our team. As a Level 1 technician you will be responsible for providing first-level support to our end-users including triaging and basic troubleshooting. You will also ensure a positive end-user experience by identifying and addressing potential issues before they become problems. The successful candidate will have excellent communication skills be customer-oriented and have a passion for technology.

This is a five-days-in-office hands-on support role. You will support end users at their desks help troubleshoot conference rooms and work in a fast-paced environment where visibility responsiveness and professionalism addition to day-to-day ticket support you will gain exposure to project work and structured certification development.

Key Responsibilities

• Provide first-level technical support to end-users via email chat and remote assistance tools
• Act as the first point of contact for end-users ensuring prompt and courteous service delivery
• Conduct basic troubleshooting and triaging of technical issues ensuring prompt resolution or escalation to the next level of support
• Ensure end-users have a positive experience by identifying and addressing potential issues before they become problems and by providing clear and concise instructions and guidance
• Assist with the deployment and maintenance of end-user hardware and software including workstations laptops mobile devices and peripherals
• Provide hands-on desk-side support and conference room support to ensure meetings and workplace technology function smoothly
• Provide training and support to end-users on common applications and systems including Microsoft Office Suite email and conferencing tools
• Maintain accurate and detailed documentation of support requests resolutions and user information
• Collaborate with other technicians on the IT Solutions Team to escalate and resolve complex technical issues and to identify and implement process improvements
• Participate in project-based work outside of regular ticket handling with opportunities to build experience in areas such as Linux Intune Jamf and asset inventory management
• Support hardware asset inventory and device accountability efforts including tagging scanning organization and warranty tracking
• Continuously develop and enhance technical knowledge and skills staying up to date with industry trends and best practices

AI Literacy / AI Expectations

• Use approved AI tools in day-to-day troubleshooting to help investigate issues accelerate learning and improve resolution quality
• Demonstrate sound judgment in how AI is used including asking detailed troubleshooting questions and validating outputs before applying changes
• Use AI tools to support scripting automation and knowledge-building as appropriate for the role and team environment
• Show curiosity and adaptability in learning new tools and workflows that improve support effectiveness

Required Qualifications

• High School Diploma or GED required; some college or technical education preferred
• 1-2 years of experience in a Level 1 Technical Support role
• Basic knowledge of Windows operating systems Microsoft Office Suite and other common end-user software applications
• Effective communication and interpersonal skills
• Customer service orientation and ability to handle challenging situations with tact and professionalism
• Proactive approach to identifying and addressing potential issues before they become problems
• Familiarity with remote assistance tools and ticketing systems
• Knowledge of a ticketing system like Jira
• Ability to work independently and as part of a team in a fast-paced environment
• Ability to work onsite five days per week in a highly hands-on support environment

Preferred Qualifications

• Industry certifications such as CompTIA A or Microsoft Certified Desktop Support Technician (MCDST) are a plus
• Experience with Mac support
• Familiarity with MDM tools such as Intune or Jamf
• Exposure to Okta O365 admin Exchange admin SharePoint or OneDrive
• Experience with remote support tools such as ScreenConnect

Nextiva DNA (Core Competencies)

Nextivas most successful team members share common traits and behaviors:

• Drives Results: Action-oriented problem solvers who quickly bring clarity andsimplicity to ambiguity challenge the status quo and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically learning and improving as they go.
• Critical Thinker: Data-drivenforward-thinkingindividuals who identify key drivers anticipate risks and deliver clear recommendations. They confidently leverage AI and automation to reduce friction improve decision-making and focus on higher-value work.
• Right Attitude: Collaborative competitive and resilient team players who jump in to solve tough problems learn from setbacks and foster a culture of service respect andcarefor customers and teammates.

Total Rewards

Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can be their best in and out of the office.

Our compensation packages are tailored to each role and candidates qualifications. We consider a wide range of factors including skills experience training and certifications when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position compensation may include base salary and/or hourly wages incentives or bonuses.

• Health -Multiple health plan options to suit your needs including medical dental vision and telemedicine coverage
• Insurance - Life disability and supplemental indemnity plans
• Work-Life Balance -Flexible Time Off (FTO) for salaried employees PTO for hourly employees Paid Sick Time (PST) paid parental bonding leave and paid holidays
• Financial Security -401(k) with company match Health Savings Accounts with company contributions Dependent Care FSA
• Wellness -Employee Assistance Program and comprehensive wellness initiatives
• Growth -Access to ongoing learning and development opportunities and career advancement

At Nextiva were committed to supporting our employees health well-being and professional growth. Join us and build a rewarding career!

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. Nextiva participates in the E-Verify Program where and as required by law. For additional information about E-Verify visit USCIS.

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Founded in 2008 Nextiva has grown into a global leader trusted by over 100000 businesses and 1M users worldwide. Headquartered in Scottsdale Arizona and with teams across the globe were the future of customer experience and team collaboration through our AI-powered conversation-centric platform.

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