IT Service Desk Technician – UCaaS / Telephony Focus

IT Service Desk Technician – UCaaS / Telephony FocusHybrid, 3 days a week onsite, Lewisville, TXFull-Time roleRedStream Technology is searching for an experienced 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.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 experienceStrong troubleshooting and documentation skillsFamiliarity with Active Directory, ticketing systems (Ivanti), VPN, and imaging toolsAbility to work independently and mentor others