Dutch Bros Coffee · 16 hours ago
IT Support Analyst II
Tempe, AZ
Full-time
Onsite
Mid Level
4+ years expDutch Bros Coffee is a fun-loving company that strives to make a difference with every cup of coffee. The IT Support Analyst II will support the IT Department by addressing support requests, ensuring technology reliability, and collaborating with other teams to enhance user experience.
CoffeeFood and BeverageRestaurants
Responsibilities
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
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
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
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
Qualification
Required
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
This role is required to be in an on-call rotation that could require weekend and evening work
Preferred
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
Company
Dutch Bros Coffee
Dutch Bros is a high-growth operator and franchisor of drive-thru shops that focus on serving hand-crafted beverages.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.18BKey Investors
TSG Consumer Partners
2025-05-29Post Ipo Debt· $650M
2024-02-27Post Ipo Secondary· $232.4M
2023-09-06Post Ipo Equity· $300M
Leadership Team
Christine Barone
CEO and President, Board Member
D
Dane Boersma
Co-Founder
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