Technical Support Analyst

2 weeks ago

Portland, United States Stumptown Coffee Roasters Full time

Hi, we‘re Stumptown. We‘re a coffee company, and we source, roast, taste, package, sell, deliver, brew and serve what we firmly believe is the best coffee on the planet. We are progressive, open, and evolving but uncompromising in our commitment to quality. We work hard, collaborate constantly and have fun every day. We pride ourselves on our passion for excellence, our spirit of generosity and on the long-term relationships we nurture as we guide our coffee from the good hands of our hardworking partners at origin into the cups of our customers. If you love coffee, people and getting things done, this just might be the place for you.

Summary

As a Technical Support Analyst, you‘ll be at the forefront of ensuring smooth tech operations across Stumptown‘s corporate offices, retail stores, and production facilities. From resolving issues with laptops, printers, Wi-Fi, and software to handling access needs, you‘ll be the go-to problem solver. This role requires a strong blend of technical skills, a can-do attitude, and top-notch customer service, ensuring team members feel supported and confident as they address their tech challenges with clarity and efficiency.

This position is based out of our Portland HQ and will work on-site at least half the time.

Essential Functions

  • Keep Our Tech Running Smoothly: Manage and maintain network, hardware, and software solutions across our Portland and New York offices and retail locations in Oregon, New York, and California.

  • Helpdesk Support: Manage support tickets from start to finish, troubleshoot issues with our ticketing system, and escalate when necessary. This includes resolving a cafe‘s Wi-Fi issues and troubleshooting handheld scanners, label printers, and tech at our roasting facilities.

  • Collaborate & Elevate: Partner with cross-functional teams and business leaders to streamline tech support processes. Create efficient, scalable solutions that help the team work more effectively and enhance the overall user experience. Act as the bridge that connects technical solutions with real-world impact.

  • Retail Tech Support: Help our retail stores run smoothly by supporting point-of-sale systems, computers, wifi and more. When tech hiccups occur, you‘ll be the one to fix them.

  • Production Support: Support roasting technology and other production-related systems, ensuring smooth operations across all our roasting facilities,

  • Network, Hardware & Connectivity Troubleshooting: Monitor and escalate network, hardware, and connectivity issues as they arise, ensuring connectivity at all sites.

  • Train & Support: Be the team‘s go-to resource, providing training and technical advice to HQ, production teams, and new hires. This includes setting up and configuring laptops for new employees.

  • Tech Projects: Play a key role in cybersecurity upgrades, software rollouts, and new platform implementations, working closely with the Technical Support Manager.

  • Perform other duties and tasks as assigned.

Supervisory Responsibilities

  • No direct reports.

Qualifications

Education & Experience:

  • Bachelor‘s degree in Computer Science, Information Systems, or equivalent work experience.

  • 2-4 years of experience providing desktop or tech support in a user-focused environment.

  • Experience in manufacturing, e-commerce, or retail environments is a plus but not required.

Technical, People, & Time Management Skills:

  • Proficient in managing technical issues and user interactions, balancing the demands of technology with the needs of colleagues to ensure seamless support across various channels.

  • By taking an empathetic approach, you not only solve problems but also ensure the user feels heard and supported throughout the process.

  • Strong in Mac OS X, Microsoft Windows, and iOS operating systems and their associated hardware, with the ability to explain complex issues in a way everyone can understand.

  • Experience with retail back-office systems (e.g., point-of-sale, labor management, inventory systems) is helpful, and you excel at providing user training and support.

  • Familiar with on-premise servers, firewalls, and cloud infrastructure (AWS) as well as tools like Square Enterprise, Microsoft Dynamics 365, Google Workspace, and Office 365.

  • Knowledge of systems like Active Directory, OKTA, Jira, Zendesk, MS Teams, Zoom, and VPN technologies is a plus, and you communicate clearly across teams to solve problems collaboratively.

  • Time management and organization are key strengths-you efficiently juggle competing tasks and stay on top of priorities while ensuring that deadlines are met and user needs are addressed.

  • You can manage meetings, respond to emails, provide walk-up support, and handle phone or Team chats, balancing all these avenues of support while maintaining a high level of service.

  • Proactive problem solver-you identify potential technical issues before they escalate and suggest solutions to prevent future problems.

  • Continuous learner-you always seek to stay ahead of new technologies and tools, bringing fresh ideas and approaches to the team.

  • Strong communication skills enable you to interact with team members across departments, ensuring they feel supported in person, via email, phone, or Teams.

  • Experience with cloud services administration or ITIL methodologies is a bonus, but what stands out is your ability to stay organized and prioritize tasks in a fast-paced environment.

Physical Demands

  • Computer Work: Ability to sit and work at a computer for extended periods.

  • Lifting: Lifting up to 5 pounds frequently and up to 50 pounds occasionally.

  • Travel: Willingness to travel between sites as needed (less than 10%).

Work Environment

  • Work takes place in office settings; this position is based at our HQ in Portland, Oregon and will spend, on average, half of their time working in the office and half of their time working from home.

  • Requires the ability to communicate with employees, management team members, and external business contacts in person, by phone, computer, and video conferencing.

  • May occasionally require travel via car and/or airline, standing and/or sitting for extended periods of time, and overnight hotel stays.

  • After-Hours Support: Occasional evening or weekend work may be required for emergencies or scheduled maintenance.

At Stumptown, we welcome diversity and celebrate that our communities include individuals from all backgrounds, identities, and walks of life. We strive every day to foster an environment of inclusion, diversity, equity, and accessibility that supports our employees, customers and communities. We know that embracing diversity makes us stronger, enriches our culture, and allows us to grow together. We encourage candidates with diverse backgrounds, identities, skills, and abilities to apply. If you require reasonable accommodation in completing the application, interview or assessment process, please direct your inquiries to a member of the People team at or by calling . We are proud to be a B Corp and equal opportunity employer.

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