IT Solutions Technician

Summary

Join Nextiva's IT Solutions team as a highly skilled Desktop Support Specialist and redefine the future of customer experiences. You will ensure end-users have positive experiences with their technology, providing support for desktops, laptops, printers, and mobile devices. Responsibilities include troubleshooting hardware and software issues, managing Active Directory and Okta accounts, assisting with Intune and Azure administration, creating PowerShell scripts, maintaining hardware and software inventory, and providing end-user training. The ideal candidate possesses an Associate's degree or equivalent experience, 2-3 years of desktop support experience, and in-depth knowledge of Windows and Mac operating systems. Strong customer service skills and knowledge of PowerShell, Python scripting, IT access management, and IT service management principles are essential. Nextiva offers a comprehensive total rewards package including health insurance, life and disability insurance, paid time off, parental leave, wellness programs, and professional development opportunities.

Requirements

• 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)

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

Benefits

• Comprehensive medical coverage, individual limit on exclusions and dental care
• Life, disability, traumatic injuries and critical diseases
• PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays
• Employee Assistance Program and wellness initiatives
• Access to ongoing learning and development opportunities and career advancement