Job description
Redefine the future of customer experiences. One conversation at a time.
We’re changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.
Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service®, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.
If you’re ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you’re in the right place.
Build Amazing - Deliver Amazing - Live Amazing - Be Amazing
Nextiva is looking for a highly skilled Desktop Support Specialist to join our IT Solutions team. In this role, you will be responsible for ensuring that 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 and resolving hardware and software issues, and setting up new equipment.
- Respond to IT Support requests in a timely and professional manner, providing exceptional customer service.
- Manage Active Directory user and computer accounts, groups, and permissions.
- Manage Okta user accounts, groups, and permissions, ensuring that users have appropriate access to company resources.
- Assist in the administration of 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 that all equipment is properly accounted for and maintained.
- Provide training and guidance to end-users on the use of 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, or a related field, or possessing equivalent work experience.
- Minimum of 2-3 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, as well as 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 Core Competencies / DNA:
- Drives Results: The successful candidate will be action oriented, with a passion for solving problems. They will bring clarity and simplicity to ambiguous situations. This individual will challenge the status quo; asking what we can do differently and finding ways to create and build more success. S/he is a change agent, prepared to lead and drive changes as we transform.
- Critical Thinker: The successful candidate is fact based and data driven, able to understand and articulate the “why,” identifying key drivers and learning from the past. They are forward-thinking, anticipating problems before they arise. They’ll recommend and action well thought out solutions, understanding the risks and dependencies.
- Right Attitude: The successful candidate will be team-oriented, collaborative and competitive with a winning mindset; they’re resilient and able to easily bounce back from setbacks. S/he will be able to zoom in / out, willing to be hands-on to help solve important problems while being a motivating figure for the team along the way. S/he will embrace a culture of service and learning with a focus on caring, supporting and respecting our customers and team members.
Total Rewards
Our Total Rewards offerings are designed to allow Nexties to take care of themselves and their families so they can do their best.
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, incentives, or bonuses.
- Health 🍏 – Comprehensive medical coverage, individual limit on exclusions and dental care
- Insurance 💼– Life, disability, traumatic injuries and critical diseases
- Work-Life Balance ⚖️ – PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays
- Wellness 🤸 – Employee Assistance Program and 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!
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