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.

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)

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

Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity 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-driven, forward-thinking individuals 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, and care for 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 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 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, we're 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.

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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