Support Analyst I - 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 I will operate at the front lines of the IT department, supporting Dutch Bros shop operations.  This role is key to helping resolve problems quickly so that we can focus on what matters most, serving our customers.  This role works closely with other teams, and other Support Analysts, to make sure that technology does not get in the way of creating a great experience for our customers.

Job Qualifications:

Required:

Minimum of 2 years of experience in a systems support role, 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 simply

Ability to work in a dynamic environment

Preferred:      

CompTIA A+ Certification, preferred

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

Schedule:

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

Location Requirement: 

This role is open to remote in the state of Texas.
 

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

Maintain general knowledge of common information technologies, procedures, support,  and point of sale:

Be familiar with the following programs, processes, and terminology: 

Customer Service

Help Desk support

iPad and iOS support

Cloud application support 

Email troubleshooting: SSO and MFA integrations

End user training 

Receipt printer setup/installation 

DVR/NVR configuration and setup 

Small project management 

Tier 1 network troubleshooting for LAN/WAN

Mobile device management

IT compliance

System monitoring

Written and verbal communication

Ticket management and documentation

Payment and gift card processing

Digital loyalty systems

Kitchen display system

Point of Sale

Application support

End-user support

Technical Support

​Skills:

IT Communication

Detail-Oriented 

Critical Thinking

Technical Troubleshooting 

Group Problem Solving 

Information Technology (IT) Systems

Customer Service

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:

$21.37 - 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!