IT Help Desk Tier 2 DevOps Analyst

About the role

Texas Roadhouse is seeking IT Help Desk Tier 2 DevOps Analysts to join their Support Center team in Louisville, KY. This role involves resolving complex store technology issues, supporting POS systems, and driving innovation through automation.

Responsibilities

• Serve as the escalation point for Tier 1 support technicians, resolving complex store technology issues.
• Troubleshoot and support POS systems, hardware, software, network connectivity, and endpoint devices.
• Maintain system health with observability tools and proactively identify opportunities to improve reliability.
• Develop and maintain automation scripts to streamline support processes and improve efficiency.
• Manage software deployments, upgrades, patching, and technology rollouts across restaurant environments.
• Support Active Directory, Group Policy, endpoint management, software distribution, and mobile device management platforms.
• Partner with vendors and internal teams to resolve recurring issues and enhance system performance.
• Lead technical projects and deployment initiatives using Azure DevOps and related tools.
• Create and maintain technical documentation, knowledge base articles, and operational procedures.
• Participate in on-call support, maintenance windows, and after-hours troubleshooting as needed.

Requirements

• 3+ years of experience in IT support, systems administration, or a related technical role.
• 1+ year of experience supporting a retail or restaurant POS system such as NCR Aloha or similar platforms.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to work independently.
• Experience supporting enterprise technologies including: Active Directory, Group Policy, patch management tools, Windows deployment technologies, Microsoft 365.
• Experience creating and maintaining automation scripts using PowerShell, batch files, JavaScript, or similar tools.
• Experience working with monitoring or observability platforms.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to participate in on-call rotations and support evenings, weekends, or holidays as needed.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field.
• Experience with ServiceNow, New Relic, AutoIT, PDQ, or Ansible.
• Experience with Azure, CompTIA, ITIL, or other relevant technical certifications.
• Experience supporting restaurant, hospitality, or multi-location retail environments.