Support Analyst II - Field

It's fun to work in a company where people truly believe in what they are doing. At Dutch Bros Coffee, we are more than just a coffee company.

We are a fun-loving, mind-blowing company that makes a difference one cup at a time.

Position Overview

The IT Support Analyst II will operate at the core of the IT Department’s ability to support Dutch Bros shop operations.

You will work together with other teams along with other Support Analysts to create a great experience for our customers.

While you are the primary escalation path for the Support Analyst I’s, you also get to help them improve their ability to respond to calls.

You will coordinate and work on small projects and work with others to completion.

Location Requirement

This is a hybrid role and will be based out of our roasting facility in Melissa, TX . This position involves traveling to various Dutch Bros shops in the DFW area to provide technical support as needed.

Key Result Areas (KRAs)

Support the Field IT Operations by responding to incoming support requests :

Answer, evaluate, and prioritize incoming requests for assistance from Dutch Bros Field employees

Provide support to all Shops as it relates to the overall Point of Sale, network, receipt printers, and other technology systems that assist the Field in serving customers

Ensure all problem calls are resolved and closed in a timely manner, including follow-up with users to ensure issue resolution

Proactively work to improve the overall system performance and stability

Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue

Be an expert in the operations of Dutch Bros shops; thoroughly understanding the overall system environment

Manage problem escalations and work directly with other teams or vendors to solve technical issues

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and general wifi connectivity in a roaming environment.

Utilize tools, processes, training, communication, and team collaboration to ensure the Dutch Bros shops can stay focused on serving our customers :

Log and track Help Desk tickets using a problem management database and maintain a history of records and related problems

Regularly strive to equip employees, vendors, and affiliated users the perfect tools for their jobs, to include but not limited to Field employees and Franchisees

Adapt to nontraditional shops and propose improvements to standardize shop topology

Remotely troubleshoot and confirm network connectivity issues; could include occasional opportunities to travel onsite

Handle tickets escalated from vendors in a timely manner. Retain ownership of own assigned tickets and update ticket logs daily as needed

Implement temporary solutions for immediate relief, while documenting long-term resolution plans for permanency

Continued education as required to enable subject matter expertise within assigned systems

Develop and maintain documentation for user-facing and internal processes

Provide second level support for escalated issues, work with other teams as needed, train / mentor other staff and work towards improving the overall functionality of IT related systems :

Partner with research and development teams, vendors, and service providers to create custom solutions as needed

Proactively research and locate necessary tools and processes to identify troublesome trends as they develop

Identify process and documentation improvements to improve efficiency and increase productivity

Develop and maintain documentation for user-facing and internal processes

Plan, manage and execute small projects as assigned, which could include projects involving multiple user departments

Assist level 1 analysts with escalation and technical questions / training.

Resolves level 1 and 2 related issues and escalates issues they are unable to solve to the appropriate support groups for resolution

Have a thorough knowledge of common information technologies, procedures, support, and point of sale

Regularly strive to equip employees, contractors, and affiliated users with the perfect tools for their jobs

Continued education as required to enable subject matter expertise within assigned systems

Work within the Dutch Bros community to promote excellent customer service, and effective response times, and provide technical subject matter expertise in the area of responsibility

Job Qualifications

Required :

Minimum of 4 years of experience in a systems support role, required

Experience with LAN, WAN, wireless, LTE and other systems, required

Basic understanding of Point of Sale environment : POS, kitchen displays, loyalty, payments, peripherals, and their integrations

Working knowledge of common hardware and popular desktop and mobile operating systems (Windows, MAC, iOS, Android)

Proven ability to learn and support new and existing IT services

Ability to effectively communicate complex IT concepts simplistically

Ability to work in a dynamic environment

Preferred :

Experience with Cisco Meraki Networks; ECMS1 certification, preferred

Experience with Jamf MDM for iPad, preferred

CompTIA A+ Certification, preferred

CompTIA Network+ Certification, preferred

Experience with Google Workspace G Suite, preferred

Experience with Zendesk or other ITSM ticketing solutions, preferred

Preferred Certifications :

Apple Certified Support Professional (ACSP)

Jamf Certified Associate

Cisco Meraki Solutions Specialist

ITIL Foundation

Cradlepoint Certified Network Expert (CPCNE)

Schedule :

This role is part of an on-call rotation that will require weekend and evening work

Will require 1 - 2 weeks of travel per quarter

Competencies

• Adaptable
• Initiative
• Collaborative
• Communication
• Effective Prioritization
• Functional and Tech. Expertise

Physical Requirements

• Occasional lifting up to ten lbs.
• Must be able to work in a climate-controlled office environment
• Vision must be good, or corrected in order to perform essential job duties
• Hearing must be good, or corrected in order to have the ability to understand information to perform essential job duties
• Ability to read and write in English in order to process paperwork and follow up on any actions necessary
• Sitting for extended periods of time
• Manual dexterity needed for keyboarding and other repetitive tasks

Compensation : $23.50 / hr - DOE

$23.50 / hr - DOE

If you like wild growth and working in a unique and fun environment, surrounded by positive community, you'll enjoy your career with us!