IT Support Analyst II

Dutch Bros Coffee•Tempe, AZ

5d•Onsite

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 II will operate at the core of the IT 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.

Requirements

4 years of experience in a systems support role, required
Knowledge of IT systems, including workstations and other IT-supported equipment and software
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

Nice To Haves

CompTIA A+ Certification, preferred
CompTIA Network+ Certification, preferred
Microsoft MD-100/101 Certifications, preferred
Experience with Google Workspace G Suite, preferred
Experience with Office 365 (Outlook, Teams, Word, OneDrive), Zoom, Adobe Creative Suite, and ZenDesk or other ITSM solutions, preferred
Experience with Cisco Meraki Networks, ECMS1 certification, preferred
Experience with Jamf MDM for iPad and MAC, preferred
Experience with Cisco Meraki Networks, preferred
Experience with LAN, WAN, VPN networking and other systems, preferred
Experience with RMM, remote deployment and imaging tools, preferred
Experience with Active Directory and Azure services, preferred
Experience with OKTA and Auth0 or other user lifecycle management and SSO solution, preferred

Responsibilities

Support the IT 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 hardware
Ensure all problem calls are resolved and closed in a timely manner, including follow up with users to ensure issue resolution
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
Employee Onboarding: manage new hire setups, including ordering and configuration of equipment for employee and company standards
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
Assist internal customers with troubleshooting support regarding network and other technology systems
Assist in the setup and operation of mobile technologies, cloud and collaboration software, and video conference solutions
Utilize tools, processes, training, communication and team collaboration: 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, contractors, and affiliated users the perfect tools for their jobs
Assist the administrative department with setup/maintenance of video conferencing rooms
Remotely troubleshoot and confirm network connectivity issues; may include occasionally opportunities to travel onsite
Assist users with new functions and capability of standard provided software, including email, collaboration and communication software
Handle tickets escalated from vendors in a timely manner. Retain ownership of assigned tickets and update ticket logs daily as needed
Assist with inventory of all equipment, software and software licenses
Create and manage user accounts including properly terminating end users’ accounts per company termination process
Create and manage device/endpoint imaging and staging for new hire computers and hardware
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
Regularly strive to equip employees, contractors, and affiliated users the perfect tools for their jobs
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, 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 and support
Continued education as required to enable subject matter expertise within assigned systems
Work within the Dutch Bros community to promote excellent customer service, effective response times, and provide technical subject matter expertise in the area of responsibility