Technical Support Analyst II

About the role

They say you are the company you keep - and at Cracker Barrel, we take that seriously. At the Store Support Center, we’re in the business of serving those who serve our guests. Whether you’re designing solutions, telling our story, or setting our teams up for success, your work makes a difference every single day. Here, the work means more because we take pride in doing it together. So, join our team and find your place, because here...we’re all in good company.

Responsibilities

• Provides support to all field users by answering telephone calls regarding technical, hardware, and software issues.
• Troubleshoots software and hardware problems in stores and for remote users including issues related to systems such as POS, back office, PFG ordering, payroll processing, credit cards, gift cards, etc.
• Provides a high level of customer service and utilizes any means necessary to answer questions and implement solutions.
• Refers problems not within scope of expertise to appropriate resource.
• Researches and troubleshoots, as requested, issues and problems encountered by other Store Support personnel.
• Shares and teaches knowledge and skills with others when appropriate.
• Assists with and/or oversees the training and development of the Store Support group.
• Assists with part or all of projects as assigned throughout Information Services or other departments.

Requirements

• At least 2 years of working experience.
• Associates degree or higher in IT.
• ITIL certification preferred but not required.

Benefits

• Medical, Rx, Dental and Vision Benefits on Day 1
• Life Insurance and Disability Coverage
• Paid Vacation/Employee Assistance Program
• Business Resource Groups
• Tuition Reimbursement
• Professional Development
• Onboarding, training, and development to help you thrive
• Recognition programs and employee events that bring us together
• 401k Plan with Company Matching Contributions at 90 days
• Employee Stock Purchase Program
• 35% Discount on Cracker Barrel Food and Retail items
• Exclusive Biscuit Perks like discounts on home, travel, cell phones, and more

Pay

Competitive pay every week.