What are the responsibilities and job description for the IT Support Specialist (Telecom / VoIP Focus) position at The Doyle Group?
Telecommunications & Desktop Support Technician (Contract to hire)
Location: Lakewood, CO
Compensation: $67,000-$70,000
About The Doyle Group
At 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 Organization
Our 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 Overview
We 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 Responsibilities
Telecommunications (Primary Focus – ~80%)Support and maintain telecom systems, including:
- Call routing, IVR configuration, and call flows
- Voice services across multiple retail and corporate locations
- Assist in the migration from legacy systems (POTS lines, Avaya punchdowns) to cloud-based platforms such as RingCentral and Dialpad
- Troubleshoot voice, connectivity, and routing issues
- Partner with vendors and internal stakeholders to support telecom upgrades and modernization efforts
- Monitor system performance and ensure uptime across distributed environments
Desktop & Windows Support (~20%)
- Provide Tier 1 / Tier 2 desktop support across retail and corporate users
- Support Windows environments, user accounts, and endpoint devices
- Troubleshoot hardware, software, and connectivity issues
- Assist with onboarding/offboarding and device provisioning
- Support POS systems and retail technology as needed
Qualifications
- Experience 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 environments
- Experience supporting multi-site environments (retail or distributed operations preferred)
- Strong troubleshooting and problem-solving skills
- Ability to work across both infrastructure and end-user support
- Must have a valid driver's license
Salary : $67,000 - $70,000