Support Analyst I - Field

Dutch Bros Coffee

3d•$21•Remote

About The Position

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.

Requirements

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

Nice To Haves

CompTIA A+ Certification, preferred
Experience with LAN, WAN, VPN networking and other systems, preferred

Responsibilities

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