Telecom Help Desk / Call Center Support

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.

Responsibilities

• 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.
• Troubleshooting common issues, documenting incidents within a ticketing system, and escalating more complex problems to advanced telecommunications and network support teams.
• Aiding users with password resets, account lockouts, basic account provisioning, communicating service outages and maintenance updates, monitoring support queues, and contributing to knowledge base improvements.
• Comfortable working in a high-volume environment while delivering exceptional customer service and support.

Required Qualifications

• Associate's degree, technical certificate, or equivalent experience
• Strong customer service and communication skills
• Experience working in a call center, help desk, or technical support environment
• Familiarity with ticketing systems such as ServiceNow, Zendesk, or similar platforms
• Basic understanding of telecommunications concepts including voicemail, call routing, PBX systems, and softphones
• Experience managing multiple tasks in a fast-paced environment

Preferred Qualifications

• Experience supporting Microsoft Teams Phone, Avaya, Cisco, or other enterprise voice solutions
• Knowledge of LAN/WAN networking fundamentals and Wi-Fi troubleshooting
• Experience supporting government, state, or public-sector technology environments
• Technical certifications or telecommunications coursework

Benefits

• 2 Weeks PTO
• Medical Contribution
• 401(k) Plan