Support Analyst I - Field

at  Dutch Bros

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 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.

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, including 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; this 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

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

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:

Please refer the Job description for details