Desktop Support Technician

Location: Providence, RI | Contract | Hourly Pay Range: $25-$39.50

About the Role

Our client in Providence, RI is seeking a Desktop Support Technician to provide front-line technical support within a fast-paced healthcare environment. This role involves troubleshooting and resolving issues related to desktops, laptops, and telecommunication systems, ensuring seamless communication and user productivity.

Responsibilities

• Respond to incoming calls, tickets, and service requests related to telecommunications, including desk phones, softphones, headsets, and mobile endpoints.
• Troubleshoot voicemail, call forwarding, hunt groups, and auto-attendant issues, providing initial support and guidance.
• Support basic Microsoft Teams Phone and legacy PBX systems, assisting with setup and configuration.
• Document incidents accurately within the ticketing system and classify issues for efficient resolution.
• Escalate unresolved or complex cases to Tier 2/Tier 3 telecom or network teams.
• Communicate planned maintenance, outages, and service updates to users following established scripts.
• Assist users with password resets, account lockouts, and basic device provisioning.
• Monitor call queues, meet service-level targets, and maintain high customer service standards.
• Collaborate with telecom engineers, network operations, and support managers to improve call flows and reduce recurring incidents.

Requirements

• Associate’s Degree or certificate equivalent.
• Basic understanding of telecommunications concepts such as call routing, voicemail, softphone setup, and PBX fundamentals.
• Ability to follow scripts, troubleshooting guides, and procedural checklists.
• Experience working with ticketing platforms like ServiceNow, Zendesk, or similar.
• Strong customer-service mindset with clear verbal communication skills.
• Ability to stay calm, patient, and professional under pressure.
• Skilled at multitasking in a high-volume call-center environment.

Preferred Qualifications

• Prior call-center or helpdesk support experience (1–3 years).
• Familiarity with Microsoft Teams Phone, Avaya, Cisco, or other enterprise voice systems.
• Experience supporting state or public-sector technology environments.
• Knowledge of basic networking fundamentals such as LAN/WAN and Wi-Fi troubleshooting.

About Delphi-US

Delphi-US is a national IT Services firm based in Newport, Rhode Island. Delphi attracts our nation's best and brightest Technical & Professional Talent and positions our nation's finest employers to further their competitive advantages. Delphi's core technical focus includes Data Sciences & Analytics, Modern AI/ML Model Monetization, Cloud Engineering, Cyber Security, ERP Rescue; serving domains from sensitive national energy sectors to critical financial services, biomed, life sciences & pharma, major government & municipal institutions, and much of the USA's Fortune 500 corporations.

Delphi Associates are deployed on critical IT Projects where their consultative business acumen, comprehensive technical expertise, and committed service mission drives our client's success. Our proprietary skill-based and cultural matching process results in higher qualified project teams, custom curated for our client's specific technical & functional goals. We are supremely experienced, friendly, professional, and ready to advocate on your behalf. Delphi has an indelible understanding of employer expectations, a track record of project success and we deliver lasting results.