Technology Support Analyst

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 Technology Support Analyst will operate at the core of the Technology 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:2+ years of experience in a systems support role, requiredKnowledge of IT systems, including workstations and other Technology-supported equipment and softwareWorking 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 servicesAbility to effectively communicate complex IT concepts simplisticallyAbility to work in a dynamic environmentPreferred:CompTIA A+ Certification, preferredCompTIA Network+ Certification, preferredMicrosoft MD-100/101 Certifications, preferredExperience with Google Workspace G Suite, preferredExperience with Office 365 (Outlook, Teams, Word, OneDrive), Zoom, Adobe Creative Suite, and ZenDesk or other ITSM solutions, preferredExperience with Cisco Meraki Networks, ECMS1 certification, preferredExperience with Jamf MDM for iPad and MAC, preferredExperience with Cisco Meraki Networks, preferredExperience with LAN, WAN, VPN networking and other systems, preferredExperience with RMM, remote deployment and imaging tools, preferredExperience with Active Directory and Azure services, preferredExperience with OKTA and Auth0 or other user lifecycle management and SSO solution, preferredLocation Requirement:This role is located in Tempe, Arizona. This position is required to be in office 4 days per week (Mon-Thurs); Fridays are optional remote work days.Key Result Areas (KRAs):Support the Technology 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 hardwareEnsure all problem calls are resolved and closed in a timely manner , including follow up with users to ensure issue resolutionIdentify , 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 issueEmployee Onboarding: manage new hire setups, including ordering and configuration of equipment for employee and company standardsResolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systemsAssist internal customers with troubleshooting support regarding network and other technology systemsAssist in the setup and operation of mobile technologies, cloud and collaboration software, and video conference solutionsUtilize tools, processes, training, communication and team collaboration:Log and track Service De sk tickets using a problem management database and maintain a history of records and related problemsRegularly strive to equip employees, contractors, and affiliated users the perfect tools for their jobsAssist the administrative department with setup/maintenance of video conferencing roomsRemotely troubleshoot and confirm network connectivity issues; may include occasionally opportunities to travel onsiteAssist users with new functions and capability of standard provided software, including email, collaboration and communication softwareHandle tickets escalated from vendors in a timely manner . Retain ownership of assigned tickets and update ticket logs daily as neededAssist with inventory of all equipment, software and software licensesCreate and manage user accounts including properly terminating end users’ accounts per company termination processCreate and manage device/endpoint imaging and staging for new hire computers and hardwareProvide 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 neededProactively research and locate necessary tools and processes to identify troublesome trends as they developRegularly strive to equip employees, contractors, and affiliated users the perfect tools for their jobsIdentify process and documentation improvements to improve efficiency and increase productivityDevelop and maintain documentation for user-facing and internal processesPlan, manage and execute small projects as assigned, could include projects involving multiple user departmentsAssist level 1 analysts with escalation and technical questions/trainingResolves level 1 and 2 related issues and escalates issues they are unable to solve to the appropriate support groups for resolutionHave a thorough knowledge of common information technologies, procedures and supportContinued education as required to enable subject matter expertise within assigned systemsWork within the Dutch Bros community to promote excellent customer service, effective response times, and provide technical subject matter expertise in the area of responsibilitySkills:AdaptableInitiativeCollaborativeCommunicationEffective PrioritizationFunctional and Tech. ExpertisePhysical Requirements:In-Office Environment: Must be able to work in a busy, crowded, and loud office with frequent distractions and interruptionsMust be able to collaborate in-person with occasional impromptu in-person meetingsOffice Conditions: Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levelsMobility : 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 poundsHearing 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:DOEIf you like wild growth and working in a unique and fun environment, surrounded by positive community, you'll enjoy your career with us! #J-18808-Ljbffr