IT Solutions Technician

Nextiva • Scottsdale, AZ

2d • Onsite

About The Position

Redefine the future of customer experiences. One conversation at a time. At Nextiva, we’re 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 it’s through our signature Amazing Service®, the technology we create, or the experiences we cultivate, connection is at the core of who we are. If you’re ready to collaborate with incredible people, make an impact, and help businesses everywhere deliver truly amazing experiences, this is where you belong. Nextiva’s 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 matter. In addition to day-to-day ticket support, you will gain 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