IT Solutions Technician (Temporary, 3 Months)

Nextiva • Scottsdale, AZ

4h • Onsite

About The Position

At Nextiva, we are redefining customer experiences by integrating customer experience and team collaboration on a single, AI-powered, conversation-centric platform. The company fosters a forward-thinking, customer-obsessed culture that values meaningful connections. This role is an onsite, full-time, temporary position with an initial 90-day assignment, based at Nextiva’s Scottsdale headquarters. The expectation is to work onsite five days per week in a highly collaborative, in-person team environment. While not guaranteed, there may be an opportunity to extend the assignment or convert to a permanent role based on business needs and individual performance. The IT Solutions team is seeking an experienced and proactive End User Support Specialist to provide first-level support as a Level 1 technician. Responsibilities include triaging and basic troubleshooting, ensuring a positive end-user experience by proactively addressing potential issues. The successful candidate will possess excellent communication skills, be customer-oriented, and have a passion for technology. This hands-on role involves supporting end-users at their desks, troubleshooting conference rooms, and working in a fast-paced environment where visibility, responsiveness, and professionalism are key. Beyond daily ticket support, the role offers exposure to project work and structured certification development.

Requirements

• 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

Nice To Haves

• 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

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
• 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

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees