IT Solutions Technician II

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.

Build Amazing. Deliver Amazing. Live Amazing. Be Amazing.
Nextiva is a leading business communications provider, delivering unified communications, contact center, and business intelligence solutions to more than 150,000 businesses in the United States. Nextiva's mission is to empower businesses to manage their communications, improve customer experiences, and ultimately grow their businesses.

Job Summary
Nextiva seeks a highly skilled Desktop Support Specialist to join our IT Solutions team. In this role, you will ensure our end-users have a positive experience with their technology, including desktops, laptops, printers, and mobile devices. Working in a fast-paced, dynamic environment with a team of dedicated IT professionals, you will play a critical role in providing our end-users with the tools and resources they need to perform their jobs effectively.

Key Responsibilities

• Provide desktop support to end-users across all departments, including troubleshooting, resolving hardware and software issues, and setting up new equipment.
• Respond to IT Support requests promptly and professionally, providing exceptional customer service.
• Manage Active Directory user and computer accounts, groups, and permissions.
• Manage Okta user accounts, groups, and permissions, ensuring users access company resources appropriately.
• Assist in administering Intune and Azure environments, including device management and deployment.
• Create and maintain basic PowerShell scripting to automate repetitive tasks, improving efficiency and productivity.
• Maintain hardware and software inventory, ensuring all equipment is correctly accounted for and maintained.
• Provide training and guidance to end-users on using hardware and software, creating documentation as needed.

Core Values for IT Solutions

• End User Experience: Prioritize the end-user experience in all our solutions and services.
• Innovation: Continuously explore new technologies and ideas to improve our services and products.
• Collaboration: Work together to achieve common goals and objectives.
• Accountability: Take responsibility for our actions and deliver on our commitments.
• Integrity: Act with honesty and transparency in all our dealings.
• Proactivity: Anticipate and act on opportunities and challenges.
• Continuous Improvement: Strive to continuously improve our processes, products, and services.
• Adaptability: Adapt quickly to changing circumstances and requirements.
• Respect: Treat each other with respect and dignity.
• Empathy: We put ourselves in our end users' and colleagues' shoes and seek to understand their perspectives.

Qualifications

• Associate of Applied Science degree in Computer Science, Information Technology, related field, or equivalent work experience.
• Minimum of 2 years of experience in desktop support or a related field.
• In-depth knowledge of operating systems such as Windows and Mac, familiarity with hardware and software troubleshooting.
• The ability to analyze and resolve technical issues independently or collaboratively with team members.
• A strong customer service orientation to ensure end-users needs are met effectively and efficiently.
• Knowledge of basic PowerShell commands to automate repetitive tasks, troubleshoot issues, and improve efficiency in desktop support activities.
• Basic understanding of Python or PowerShell scripting to automate and streamline desktop support tasks and the ability to write simple scripts to perform specific functions or extract data from systems.
• Knowledge of IT access management principles and practices, including user provisioning, access request and approval processes, access review, and compliance requirements.
• Understanding of IT service management principles, including incident, problem, change, knowledge base, and release management, as well as experience with IT service management tools such as Jira.
• Knowledge of technology systems and tools, including but not limited to Mac OS (JAMF Pro), Windows (Intune), Office 365, Azure, Okta (or similar platforms commonly used in the tech industry).

If you are passionate about working for a tech company and want to be a part of a dynamic team that values innovation, collaboration, accountability, integrity, proactivity, continuous improvement, end-user experience, adaptability, respect, and empathy, we encourage you to apply for this exciting opportunity.

Nextiva DNA
(Core Competencies)

Nextiva's most successful team members share common traits and behaviors:

• Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.
• Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.
• Right Attitude: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.

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 candidate's 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, hourly wages, incentives, or bonuses.

• Health - Major Health insurance for you, your legal partner, and children under 25 years, including Vision and Dental coverage
• Insurance - Life Insurance (24 times your monthly salary)
• Work-Life Balance - Newly hired full-time employees at Nextiva receive 10 personal days before their first anniversary, 12 vacation days on their first anniversary, and 5 personal days annually thereafter in addition to vacation time
• Financial Security - Enjoy a 30-day Christmas bonus, 50% vacation premium, company-matched food vouchers (1 UMA/month), and a 13% matched savings fund (capped at 1.3x annual UMA)
• Wellness - Employee Assistance Program and comprehensive wellness initiatives
• Growth - Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career

Founded in 2008, Nextiva has grown into a global leader trusted by over 100,000 businesses and 1M+ users worldwide. Headquartered in Scottsdale, Arizona, and with teams across the globe, we're the future of customer experience and team collaboration through our AI-powered, conversation-centric platform.

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