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.
• Own incidents from diagnosis through resolution, including root cause analysis and documentation.
• Create 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.

Skills

• Technical proficiency in IT support and systems administration.
• Strong problem-solving and analytical skills.
• Experience with automation and scripting tools.
• Knowledge of enterprise technologies and platforms.

Benefits

• Best-in-class benefits including medical, dental, vision, and 100% paid maternity leave.
• Generous time off including vacation, parental, donor, and bereavement leave.
• Wellness perks like on-site personal trainers, massages, a full gym, and a registered nurse.
• Convenience services like car detailing, dry cleaning, and even spray tans.
• Financial support with 401(k), tuition reimbursement, stock units, and holiday bonuses.