Berkeley, CA

Berkeley, CA

About us

Headquartered in Berkeley, CA, Bellwether Coffee is a venture-backed, high-growth tech company working hard-alongside other game-changers-to positively transform the coffee industry, making it more accessible and sustainable for our planet and our communities. We're a diverse team of coffee industry veterans, entrepreneurs, engineers, technicians, human-centered designers, and people-focused rule-breakers who have a passion for making the "impossible" a reality.

What we do

Our revolutionary electric, ventless, zero-emissions commercial coffee roaster uses clean technology and does not require gas lines or expensive ventilation. It's the most consistent and controllable roaster available, the lowest carbon footprint commercial roaster ever made, and was designed by coffee people who want a better future for coffee roasting. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles (or create their own), and share fresh, delicious coffee just the way their customers like it.

About you

You're an experienced IT Support Specialist who is results-oriented and driven by having an impact. You build strong working relationships and place a high value on providing excellent customer service and technical solutions. You thrive in a collaborative and dynamic environment, have a strong sense of urgency, and have the ability to learn and adapt quickly.

The IT Support Specialist delivers effective and efficient solutions that meet business needs and resolves technical issues while providing excellent service. This role offers a special opportunity to be part of a small and mighty results-oriented and driven IT team.

About the role

This is a first-of-its-kind hire at Bellwether and an exciting opportunity for a self-starter to build the role from the ground up. As our first IT Support Specialist, you'll report to the Director of IT & Security and serve as the in-house go-to for technical support, system administration, cloud application administration, automation, and security support for the entire user community. This role will utilize a wide variety of technologies to perform advanced tasks including provisioning and troubleshooting hardware, software, networking, mobile devices, as well as application and user administration.

This position is a hybrid between IT support and systems support. This individual owns projects and helps implement new technologies and will handle everything from tier one and tier three support. The core responsibility will be providing excellent IT services and resolving issues expeditiously to achieve customer satisfaction and may include collaborative projects outside the current role.

Key Responsibilities include

• IT support (70%) - Provide help desk support for employees in corporate and remote offices while demonstrating superior customer service and communication skills
  • Manage employee onboarding/offboarding processes, user directory listing, and application access. This includes procuring, deploying, and maintaining Mac (75%) and Windows (25%) laptops, desktop computers, and peripherals
  • Administer SAAS applications such as Google workspace, Slack, Zoom, Dropbox, Calendly, EPM, MDM, Jira, Confluence, and Asana
  • Proactively monitor, apply patches and upgrades to OS and desktop applications on Mac and Windows
    • Troubleshoot hardware, software, operating system, printers, and peripherals
    • Manage vendor relationships related to hardware, software, and licenses
    • Execute training sessions, webinars, workshops, etc.
  • Video and audio conferencing support
• IT System Admin (10%)
  • Setup, configuration, and troubleshooting of network devices, firewalls, and routers
  • Provisioning and administration of cloud services such as AWS, including backup and disaster recovery
  • Help implement IT infrastructure roadmap
• IT Security (10%)
  • Administer and monitor security systems including alarms, badge readers, and cameras
  • Administer and monitor endpoint security, including antivirus, malware protection along with security infrastructure
  • Assist in the definition of IT security standards and implementation of IT security roadmap initiatives
• IT improvements (10%)
  • Document policies, procedures, and best practices for technology use and training documentation
  • Research, recommend, and implement technology solutions to improve user experience and security
  • Collaborate with internal and external IT resources in delivering the future infrastructure and cloud applications roadmap

Qualifications

• 5+ years of IT experience at a fast-paced startup as a hands-on IT Support Specialist, Helpdesk technician, System admin, or System engineer
• Bachelor's degree or equivalent experience
• Ability to troubleshoot software/hardware problems, identify causes of issues in Mac (primary) and Windows environments, and take remediation steps
• Ability to coach users on basic application and productivity software functions in an informal setting
• "Can do" attitude - take initiative, work proactively to create solutions, and have strong follow-through
• Outstanding customer service and communication skills; ability to work independently and prioritize the workload
• Availability to work outside standard office hours and on-call as needed after hours or over the weekend
• Eligibility to work in the United States
• Proof of full vaccination for COVID-19 is required before commencing work onsite at Bellwether Headquarters

Desired

• Manufacturing, Commercial Equipment, CPG, and/or Coffee industry experience a plus
• Startup experience wearing multiple hats
• CompTIA A+, Network+

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, pregnancy, national origin, ancestry, age, marital status, physical or mental disability, genetic information, medical condition, veteran status, or any other class protected by local, state, or federal law.