Job description
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
You are adaptable, a servant leader, and community-minded. You view yourself as an unfinished product on the constant pursuit of personal and professional development. We rely on our people to uphold our core values of speed, quality, and service to protect our culture and ensure our growth remains limitless!
Dutch Bros mission statement
We are a fun-loving, mind-blowing company that makes a massive difference one cup at a time.
Who we are
Dutch Bros puts people first in everything we do. Joining our team gives you the opportunity to build a compelling future while making a massive difference in the lives of our customers and communities.
We love people and we love OUR people! Here’s what we offer
Here at Dutch Bros, we want our employees to feel valued, and we recognize there's more to value than a salary. The following benefits and perks were hand-picked to cater to our diverse employee base:
- Medical/Dental/Vision/Short Term Disability/Life insurances
- Paid Sick Days
- 401(k) plan with employer match after one year of employment
- Education Benefit Program
- Vacation/Floating Holidays/Paid Time Off
- Paid Parental Leave
- Flexible Schedule
- Paid Volunteer Days
- Various employee discounts
- Office perks, such as hi-lo desks, snacks provided daily, casual dress code, and an in-house coffee bar with a dedicated Broista
Position Overview
The IT Support Analyst will operate at the front lines of the IT department, supporting HQ staff, remote workers, and 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.
Key Result Areas (KRAs)
Support the IT Operations of the company by responding to incoming support requests, along with proactively working to improve systems to improve performance and stability
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Answer, evaluate, and prioritize incoming requests for assistance from users experiencing problems with desktop operating systems and a broad range of desktop applications, movable devices, networking, and hardware
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Ensure all problem calls are resolved and closed in a timely manner, including follow up with users to ensure issue resolution
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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
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Be an expert in the operations of DB coffee shops, thoroughly understanding the role of the various types of technology in use including POS, iPad/iOS, payment processing, loyalty, and gift card processing
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Manage problem escalations from Product Owner and work directly with vendors to solve technical issues
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Provide support to all company-owned shops/properties and respond to all tech-related inquiries within 24 hours
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Employee Onboarding: manage new hire setups, including ordering and configuration of equipment for employee and company standards
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Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
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Assist internal customers and franchise business partners with troubleshooting support regarding POS, network and other technology systems
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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 to ensure the company can stay focused on serving our customers
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Log and track Help Desk tickets using a problem management database and maintain a history of records and related problems
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Regularly strive to equip employees, contractors, and affiliated users the perfect tools for their jobs, to include but not limited HQ employees, Field employees, and Franchisees
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Assist the administrative department with setup/maintenance of video conferencing rooms
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Adapt to nontraditional shops and propose improvements to standardize shop topology
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Remotely troubleshoot and confirm network connectivity issues; may include occasionally opportunities to travel onsite
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Assist users with new functions and capability of standard provided software, including email, collaboration and communication software
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Handle tickets escalated from vendors in a timely manner. Retain ownership of own assigned tickets and update ticket logs daily as needed
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Implement temporary solutions for immediate relief, while documenting long term resolution plans for permanency
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Assist with inventory of all equipment, software and software licenses
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Create and manage user accounts including properly terminating end users’ accounts per company termination process
Assist with IT Office Support
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Customer Service
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Help Desk support
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Desktop support (Mac and PC)
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iPad and iOS support
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Business application support
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Email troubleshooting
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End user training
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Inventory/asset tracking
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Active Directory user administration
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Google Apps administration
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AV administration
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Printer setup/installation
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DVR/NVR configuration and setup
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Small project management
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Tier 1 network troubleshooting for LAN/WAN
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Mobile device management
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IT compliance
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System monitoring
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Written and verbal communication
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Ticket management and documentation
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Payment processing
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Point of Sale
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Application support
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End-user support
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Technical Support
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Video conferencing
Job Qualifications
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HS/GED required
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1-3 years of experience in a systems support role, required
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Knowledge of IT systems, including workstations, POS, and other IT supported equipment and software
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Working knowledge of common hardware and popular operating systems
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This role is required to be in an on-call rotation that could required weekend and evening work
Competencies
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Adaptable
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Collaborative
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Communication
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Effective Prioritization
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Functional and Tech. Expertise
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Initiative
Physical Requirements
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Occasional lifting up to ten pounds
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Must be able to work in a climate-controlled office environment
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Vision must be good, or corrected to normal, to perform normal job duties
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Hearing must be good, or corrected to normal, to have the ability to understand information to perform job duties
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Ability to read and write in English in order to process paperwork and follow up on any actions necessary
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Sitting for extended periods of time
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Manual dexterity needed for keyboarding and other repetitive tasks
- This position is located in Southern Oregon and is not eligible for remote work
Compensation:
$20.74 - $24.04
If you like wild growth and working in a unique and fun environment, surrounded by positive community, you'll enjoy your career with us!
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