Telecom Help Desk / Call Center Support

Job Title: Telecom Help Desk / Call Center Support

Location: Providence, Rhode Island

Job Type: W2 Contract 

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 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
• Ability to troubleshoot user issues and follow established support procedures
• 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