IT Support Specialist (Telecom / VoIP Focus)

Telecommunications & Desktop Support Technician (Contract to hire)Location: Lakewood, COCompensation: $67,000-$70,000About The Doyle GroupAt The Doyle Group, we specialize in building high-performing technology and product teams. Taking a consultative, people-first approach, we partner closely with our clients to understand their environments and deliver talent that creates lasting impact.About the OrganizationOur client is a mission-driven retail nonprofit focused on creating opportunity, inclusion, and meaningful employment. Technology is central to this mission—supporting employees, customers, donors, and store operations across multiple locations. This role offers the opportunity to directly contribute to a purpose-driven organization where your work supports both business operations and community impact.Position OverviewWe are seeking a Telecommunications & Desktop Support Technician to support a multi-site retail and corporate environment. This role is approximately 80% telecommunications-focused and 20% desktop / Windows support, ideal for someone who enjoys working across both infrastructure and end-user environments.A key initiative for this role will be helping the organization transition from legacy telecom infrastructure (POTS lines and Avaya punchdowns) to modern cloud-based voice platforms such as RingCentral and Dialpad.Key ResponsibilitiesTelecommunications (Primary Focus – ~80%)Support and maintain telecom systems, including:Call routing, IVR configuration, and call flowsVoice services across multiple retail and corporate locationsAssist in the migration from legacy systems (POTS lines, Avaya punchdowns) to cloud-based platforms such as RingCentral and DialpadTroubleshoot voice, connectivity, and routing issuesPartner with vendors and internal stakeholders to support telecom upgrades and modernization effortsMonitor system performance and ensure uptime across distributed environmentsDesktop & Windows Support (~20%)Provide Tier 1 / Tier 2 desktop support across retail and corporate usersSupport Windows environments, user accounts, and endpoint devicesTroubleshoot hardware, software, and connectivity issuesAssist with onboarding/offboarding and device provisioningSupport POS systems and retail technology as neededQualificationsExperience supporting telecommunications systems (call routing, IVR, voice infrastructure)Strong experience with Avaya is highly preferred, particularly in legacy environments (e.g., punchdowns, on-prem systems)Exposure to or experience with cloud-based voice platforms (e.g., RingCentral, Dialpad)Background in desktop support and Windows environmentsExperience supporting multi-site environments (retail or distributed operations preferred)Strong troubleshooting and problem-solving skillsAbility to work across both infrastructure and end-user supportMust have a valid driver's license