IT Service Desk Technician

IT Service Desk Technician – UCaaS / Telephony Focus

• Hybrid, 3 days a week onsite, Lewisville, TX
• Employee role

RedStream Technology is searching for an experiend end user support technician to focus on telephony support.  This role is a member of the Service Desk team and is responsible for providing frontline IT support with a primary focus on cloud telephony services.

The technician regularly takes inbound support calls, troubleshoots phone service issues, and executes Moves, Adds, Changes, and Disconnects (MAC) on the organization’s current 8x8 platform, with planned transition to Zoom Phone (voice/telephony only). While telephony is the primary specialization, the role is cross‑trained on additional service desk technologies to ensure flexible coverage and effective end‑user support.

Key Responsibilities:

• Answer inbound service desk calls and provide direct end‑user support
  Troubleshoot phone service issues, including call quality, devices, and user configuration
  Execute UCaaS MAC tasks for users, extensions, and phone numbers
  Support and follow standardized service desk and ITSM workflows
  Cross‑train on general IT support areas such as networking, endpoints, and identity

Qualifications:

• 2+ years of IT support experience
• Strong troubleshooting and documentation skills
• Familiarity with Active Directory, ticketing systems (Ivanti), VPN, and imaging tools
• Ability to work independently and mentor others