Support Analyst II - Field - Texas City Texas

Company: Dutch Bros.
Location: Texas City, Texas
Posted On: 04/14/2024

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.

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.

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.

Being part of the Dutch Family

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 position will provide support to Dutch Bros locations in the Dallas-Fort Worth area. 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:
                    
                    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! More...

                        

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