IT Support Analyst II - HQ Job at Dutch Bros Coffee in Tempe
Dutch Bros Coffee, Tempe, AZ, US, 85285
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 is a key contributor to our Technology organization, responsible for providing exceptional support and proactively managing our core Technology infrastructure. This role is a vital partner to our employees, ensuring they have the tools and support needed to perform their jobs effectively. The ideal candidate is a proactive problem-solver with a passion for process improvement and a commitment to delivering a world-class employee experience.
Key Result Areas (KRAs)
End-User Support & Service Delivery:
Serve as a primary point of contact for end-users, managing and resolving incoming support requests across a broad range of technologies, including desktop and mobile operating systems, hardware, networking, and software applications.
Provide expert troubleshooting and technical support for a wide range of hardware and systems, including laptops, workstations, mobile devices, and peripherals.
Proactively follow up with users to confirm issue resolution and ensure user satisfaction.
Tech Operations & System Management:
User Account Lifecycle Management: Manage the full user lifecycle, including account provisioning, access management for new hires, and account de-provisioning for exiting employees.
Device Lifecycle Management: Administer and maintain all Technology assets throughout their lifecycle, including provisioning, remote deployment, imaging, and the de-provisioning of hardware and software.
Administer and maintain critical Technology systems and services, such as single sign-on (SSO), endpoint management, and directory services.
Assist in maintaining accurate inventory records of all Technology equipment, software, and licenses.
Ensure the operational health and functionality of video conferencing rooms and related technologies.
Project Support & Continuous Improvement:
Serve as a second-level escalation point for complex technical issues, collaborating with other Tech teams and external vendors as needed.
Proactively identify trends and recurring issues to propose and implement process and documentation improvements.
Take initiative to automate tasks and implement solutions to enhance efficiency and streamline workflows.
Develop and maintain comprehensive documentation for both user-facing guides and internal Technology processes.
Plan and execute small-to-medium Technology projects, ensuring successful outcomes and clear communication to stakeholders.
Mentor and provide technical guidance to junior staff, fostering a culture of collaboration and knowledge sharing.
Job Qualifications
Required:
A minimum of 4 years of experience in a systems support role or similar Technology role.
Proven ability to support and troubleshoot a wide range of hardware, software, and network services.
Working knowledge of common desktop and mobile operating systems (Windows, macOS, iOS, Android).
Demonstrated ability to learn and support new and existing Technology services and technologies.
Experience with Google Workspace and Microsoft 365 (Outlook, Teams, Word, OneDrive, and M365 Admin Center).
Preferred:
Relevant professional certifications such as CompTIA A+, CompTIA Network+, or Microsoft MD-100/101.
Experience with a modern TSM solution (e.g., Zendesk, Jira).
Experience with Google Workspace and Microsoft 365 (Outlook, Teams, Word, OneDrive, and M365 Admin Center).
Experience with remote management and monitoring (RMM) tools.
Experience with endpoint management solutions (e.g., Cisco Meraki MDM, Jamf, InTune).
Knowledge of network fundamentals, including LAN, WAN, and VPN.
Experience with user management and authentication services (e.g., Active Directory, ADManager, EntraAdmin, Okta, Auth0).
Schedule:
This role is required to be in an on-call rotation that could require weekend and evening work
This role requires periodic travel to our remote locations and conferences
Physical Requirements
Ability to occasionally move or lift office items and Technology equipment.
Ability to constantly operate a computer and other office productivity machinery.
Must be able to communicate effectively and clearly.
Must have vision and hearing corrected to a functional level to perform essential job duties.
Compensation:
$24.55 - DOE
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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