Telecom Help Desk / Call Center Support

Job Title: Telecom Help Desk / Call Center Support Location: Providence, Rhode Island Job Type: W2 Contract | NO C2C | NO C2H Expected hours per week: 35 hours per week, Mon - Fri, 8 AM to 4 PM Schedule: Onsite Pay Range: $38-43/hr Job Description Seeking a Telecom Help Desk / Call Center Support to support a statewide technology services environment in Rhode Island. This role serves as the first point of contact for employees and agency users experiencing telecommunications and voice-related issues. The ideal candidate will have strong customer service skills, experience working in a call center or help desk environment, and a basic understanding of enterprise phone systems and telecommunications support. Responsibilities include answering incoming calls, tickets, and service requests related to desk phones, softphones, headsets, voicemail, call forwarding, hunt groups, auto attendants, Microsoft Teams Phone, and other telecommunications technologies. This individual will troubleshoot common issues, document incidents within a ticketing system, and escalate more complex problems to advanced telecommunications and network support teams. Additional responsibilities include assisting users with password resets, account lockouts, basic account provisioning, communicating service outages and maintenance updates, monitoring support queues, and contributing to knowledge base improvements. The successful candidate will be comfortable working in a high-volume environment while delivering exceptional customer service and support. Required Qualifications Associate's degree, technical certificate, or equivalent experienceStrong customer service and communication skillsExperience working in a call center, help desk, or technical support environmentFamiliarity with ticketing systems such as ServiceNow, Zendesk, or similar platformsBasic understanding of telecommunications concepts including voicemail, call routing, PBX systems, and softphonesAbility to troubleshoot user issues and follow established support proceduresExperience managing multiple tasks in a fast-paced environment Preferred Qualifications Experience supporting Microsoft Teams Phone, Avaya, Cisco, or other enterprise voice solutionsKnowledge of LAN/WAN networking fundamentals and Wi-Fi troubleshootingExperience supporting government, state, or public-sector technology environmentsTechnical certifications or telecommunications coursework Benefits: 2 Weeks PTO, Medical Contribution, 401(k) Plan #NowHiring #Telecommunications #TelecomSupport #ServiceDesk #HelpDesk #TechnicalSupport #CallCenterJobs #ITSupport #MicrosoftTeams #VoIP #PBX #ServiceNow #CustomerSupport #RhodeIslandJobs #EpitecJobs #TechCareers #HiringNow #StateGovernmentJobs #TelecommunicationsTechnician #CareerOpportunity