IT Support Analyst II

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 HQ staff and remote HQ workers. 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 work closely with the Infrastructure Team to ensure the ongoing reliability of technology at Dutch Bros Coffee. You will coordinate and work on small projects and work with others to completion.

Job Qualifications:

Required:

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

• Knowledge of IT systems, including workstations and other IT-supported equipment and software

• 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:

• CompTIA A+ Certification, preferred

• CompTIA Network+ Certification, preferred

• Microsoft MD-100/101 Certifications, preferred

• Experience with Google Workspace G Suite, preferred

• Experience with Office 365 (Outlook, Teams, Word, OneDrive), Zoom, Adobe Creative Suite, and ZenDesk or other ITSM solutions, preferred

• Experience with Cisco Meraki Networks, ECMS1 certification, preferred

• Experience with Jamf MDM for iPad and MAC, preferred

• Experience with Cisco Meraki Networks, preferred

• Experience with LAN, WAN, VPN networking and other systems, preferred

• Experience with RMM, remote deployment and imaging tools, preferred

• Experience with Active Directory and Azure services, preferred

• Experience with OKTA and Auth0 or other user lifecycle management and SSO solution, preferred

• This role is required to be in an on-call rotation that could require weekend and evening work

Location Requirement:

This role is located in Tempe, Arizona. This position is required to be in office 5 days per week (Mon-Fri)

Key Result Areas (KRAs):

Support the IT Operations of the company by responding to incoming support requests:

• Answer, evaluate, and prioritize incoming requests for assistance from users experiencing problems with desktop operating systems and a broad range of desktop applications, mobile devices, networking, and hardware

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

• 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

• Employee Onboarding: manage new hire setups, including ordering and configuration of equipment for employee and company standards

• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

• Assist internal customers with troubleshooting support regarding network and other technology systems

• Assist in the setup and operation of mobile technologies, cloud and collaboration software, and video conference solutions

Utilize tools, processes, training, communication and team collaboration:

• 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, contractors, and affiliated users the perfect tools for their jobs

• Assist the administrative department with setup/maintenance of video conferencing rooms

• Remotely troubleshoot and confirm network connectivity issues; may include occasionally opportunities to travel onsite

• Assist users with new functions and capability of standard provided software, including email, collaboration and communication software

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

• Assist with inventory of all equipment, software and software licenses

• Create and manage user accounts including properly terminating end users' accounts per company termination process

• Create and manage device/endpoint imaging and staging for new hire computers and hardware

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

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

• 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, 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 and support

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

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

Skills:

• Adaptable

• Initiative

• Collaborative

• Communication

• Effective Prioritization

• Functional and Tech. Expertise

Physical Requirements:

• In-Office Environment:Must be able to work in a busy, crowded, and loud office with frequent distractions and interruptions

• Must be able to collaborate in-person with occasional impromptu in-person meetings

• Office Conditions:Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levels

• Mobility: Ability to sit, stand, reach, twist, stretch, and work at a desk for long stretches. Must be able to occasionally move or lift office items up to 25 pounds

• Hearing Requirements:Hearing must be sufficient or correctable to ensure clear understanding of spoken information, including participating in virtual meetings and phone calls. Use of hearing aids or other assistive devices is acceptable if needed.

• Reading and Writing Proficiency:Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions. Proficiency in written communication is required to handle job-related tasks effectively.

• Vision Requirements:Vision must be adequate or correctable to perform essential job duties, such as reading documents on a computer screen and using other visual tools. Use of corrective lenses or other measures to meet visual requirements is expected if needed.

• Technology Proficiency:Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software.

• Effective Communication:Must possess strong verbal and written communication skills to interact effectively with team members, clients, and other stakeholders via email, video conferencing, and other in office communication tools.

Compensation:

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!