Desktop Support Technician

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.

Required Qualifications

• 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.