Help Desk-IT Technician (Job Number: 202100051) - Richland, WA

Employer: Ben Franklin Transit (BFT)

Job Description:
Help Desk-IT Technician
Salary: $25.81 - $38.71 Hourly
Location: Richland WA, WA
Job Type: Full-Time
Department: Information Technology
Job Number: 202100051

Ben Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development.

We value customer service, collaboration, diversity, fiscal accountability, innovation, sustainability and safety. Employees and representatives of BFT are expected to uphold our values and mission.

Perform a variety of simple to complex technical customer support involving the use of hardware, software, and networks. Provide exceptional customer service support to end-users. Will install, maintain, and update user computing technology and software; troubleshoot problems, and provide hands-on support for IT issues within our organization.
Essential Duties & Responsibilities/KSA

Serve as first point of contact; provide customer support for internal customers/employees seeking technical assistance by phone, email, or helpdesk system.
Analyze, troubleshoot, identify, and resolve computer hardware and software programs through diagnostic techniques.
Manage Information Technology (IT) HelpDesk tickets; record requests for assistance via telephone, email, and HelpDesk tickets; maintain detailed HelpDesk system documentation on all requests.
Provide instruction and technical support on software and hardware issues to internal customers through phone, email, or onsite.
Escalate unresolved issues to the next level of support personnel.
Identify process improvements and make suggestions to management.
Record events and problems and their resolution in logs; communicate status updates to internal customers.
Install, maintain, update, and repair user level computing technology and software.
Assist with managing networks, virus protection and Wi-Fi technology.
Maintain and update IT assets inventory including hardware, software, license, and service agreements.
Perform Return Merchandise Authorization (RMA) on defective or incorrect hardware/software to vendors; report hardware/software issues to appropriate staff or vendors.
Work with and maintain confidential information.
Demonstrate regular and punctual attendance.
Other duties as assigned.

Intermediate understanding of operational characteristics of computers, networks, operating systems, and software.
Strong general knowledge of computer architecture including central processing units, memory allocations, peripheral devices, input/output methodologies.
Understanding of information security methods; implementation, and recovery protocols within systems and user devices.
Skilled with problem tracking software tools; backup and recovery methods, internet, and related technologies.
Able to analyze, diagnose, and resolve hardware, software, and applications problems.
Able to deploy, configure, and support operating systems on desktop and mobile devices.
Strong comprehension of technical concepts; able to communicate concepts effectively to individuals of various technical abilities, skills, and backgrounds.
Excellent customer service skills and phone etiquette.
Establish and maintain cooperative relationships with those contacted during work.
Capable of prioritizing and escalating problems and communicating issues.
Write clear, concise reports and documentation.
Learn new technologies, policies, procedures, and guidelines established by professional organizations and/or governing agencies.
Utilize office equipment and other relevant technology (software and systems) to meet business needs.
Understand, follow, and communicate clearly and concisely, both orally and in writing.
Work as a team member and independently; effectively apply organizational and time management skills; meet deadlines and comply with Agency policies.
Exercise sound judgment in making decisions.
Focus on tasks and recall details; handle frequent interruptions.

Associates degree in Computer Science, Information Technology or related field and two-years of relevant experience; or an equivalent combination of experience and education. Must possess a valid driver’s license.


Bachelor’s Degree in Information Technology, Computer Science, or related field and four-years of relevant experience.

Collaboration: Shares time and knowledge with others; adjusts priorities as circumstances dictate; follows through on commitments, accepts responsibility for actions, resolves interpersonal conflicts constructively.
Diversity: Demonstrates an awareness and respect of cultural and individual values. Treats all people with dignity, courtesy and respect.
Fiscal Accountability: Actively contributes to the productivity of the agency; demonstrates good stewardship of company time and resources; displays high standards of ethical conduct.
Customer Service: Anticipates the needs of internal and external customers; delivers quality work products and services within expected timeframes. Considers and responds appropriately to people in various situations.
Innovation: Considers new approaches to situations; encourages ideas and improvements.
Sustainability: Actively encourages environmental benefits and the conservation of natural resources.
Safety: Adheres to safety related laws, regulations, standards, and practices; performs work in a safe manner; encourages and supports others to be safe while at work.

Ben Franklin Transit
1000 Columbia Park Trail
Richland, Washington, 99352

Contact Person:
Location: Richland, WA
Application Method: Online:
Base Pay: $25.81 - $38.71 HR

Posted on December 06, 2021

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