Job description
WE ARE
We are Black Rifle Coffee Company, a veteran-founded company serving premium coffee to people who love America. We have a passion for coffee, the veteran community, dogs, the outdoors... in short, if it makes our country awesome, then we love it. Our customers always come first, because without them we would have nothing. They have our eternal gratitude for that. We sell awesome coffee and make goofy videos, but the beating heart of Black Rifle Coffee is really in giving back — it's about serving those who serve us. That means supporting the military, veteran, and first responder communities in the ways we know best. As far as the folks who work here, we value integrity, innovation, radical transparency, a crazy good work ethic, and a deep love for our country and each other.
The Sr. Technical Support Specialist will work with the IT Manager to set up and support all BRCC employees including New Hire setups and support. Along with helping to manage BRCC systems to support our end users. This Role will assist in the Management of Key IT systems and will assist in the Ordering of equipment and the tracking of assets as needed. This role will take the lead position on various projects and IT initiatives as needed and will be responsible for the outcome and success of projects.
Your Task
- Setup New Hire accounts and hardware as well as offer training as needed
- Work directly with HR and hiring managers to support employee offboarding in a timely manner
- Install and maintain software security updates for Manchester, TN roasting equipment.
- Oversee the security and software of the onsite server room.
- Provide technical assistance to staff on using hardware and software programs including remote access
- Support and maintain user accounts including rights, security, and system groups
- Maintain/Update/Upgrade PCs, MACs, printers, mobile devices, and related auxiliary systems.
- Use and manage tickets in Jira Service desk and report on issues and solutions to IT management
- Resolves and responds to employees Help Desk calls/texts and communication after-hours for urgent issues on site.
- Documents work in the ticketing system, comments, and updates any follow up and work completed.
- Learn and maintain working knowledge on company software programs
- Troubleshoot, investigate and document system configuration and performance anomalies
- Work with vendor/internal developers to resolve all performance anomalies
- Perform functional testing, interpretation, and analysis of test results
- Responsible for the deployment of all related software and hardware
- Perform ad hoc maintenance requests
- Develop and improve documentation to support problem analysis and resolution
- Troubleshoot users’ issues and resolve problems
- Assist Infrastructure Team with troubleshooting network issues and network upgrades on site as necessary, to include after-hours testing and releases as needed
- Participate in troubleshooting and supporting security camera and equipment on site in relation with the Security Team
- As needed, and as assigned, assist with after hours support activities and location temporary backfills.
- All other duties as assigned
- Travel as needed
Your Experience
- Bachelor’s Degree in Computer Science OR 5+ years related experience
- 1 Year + Troubleshooting Network connection issues
- Experience troubleshooting technical issues
- Willingness to learn and self-educate
- Passion for customer service
- Ability to multitask and manage time
- Work both independently and in teams as needed
- Written and verbal communication skills
- Ability to travel
- US Military or Veteran a plus
YOUR BENEFITS
- Please note that only Full Time, W2 Employees are eligible for Black Rifle Coffee Benefits
Comprehensive medical, dental & vision package- 401k with company match
- Company-paid life insurance + supplemental options
- Short and Long-Term disability options/coverage
- Extensive EAP program with legal coverage
- Pro-deal discounts with corporate partners in outdoor equipment, clothing, etc.
- American values-based culture built on freedom, integrity, accountability, respect, love, and commitment to serve those who have served.
BRCC is an equal opportunity employer. Applicants will receive consideration for employment without regard to age, sex, race, color, religion, national origin, genetics, disability, marital status, sexual orientation, veteran status or any other protected characteristic required by applicable law. All selected candidates will be required to submit to a pre-employment background check.
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