IT Help Desk Tier 2 DevOps Analyst

Texas Roadhouse Support Center in Louisville, KY offers a hybrid work arrangement and a focus on career growth within a collaborative, tech-forward culture. This role centers on solving complex store technology challenges, supporting enterprise POS and store systems, and driving automation and deployment efforts using Azure DevOps. Expect a structured, supportive environment that values reliability, continuous improvement, and customer-focused service.

What you get

Benefits include a comprehensive package with medical, dental, and vision coverage, plus 100% paid maternity leave. You’ll have generous time off for vacation, parental needs, donor and bereavement leave, and wellness perks such as on-site personal trainers, massages, a full gym, and a registered nurse. Practical conveniences are available as well, including car detailing and dry cleaning, with even spray tans offered. The role also supports financial wellbeing through a 401(k) plan, tuition reimbursement, stock units, and holiday bonuses. To top it off, you can enjoy meals at Willie’s Joynt, the full-service cafe serving iconic dishes.

Responsibilities

• Serve as the escalation point for Tier 1 technicians, resolving complex store technology issues.
• Troubleshoot and support POS systems, hardware, software, network connectivity, and endpoint devices.
• Monitor system health with observability tools and proactively identify reliability improvements.
• Own incidents from diagnosis through resolution, including root cause analysis and documentation.
• Develop and maintain automation scripts to streamline support processes and boost 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.
• Collaborate with vendors and internal teams to resolve recurring issues and enhance performance.
• Lead technical projects and deployment initiatives using Azure DevOps and related tools.
• Contribute to new store openings, remodels, and enterprise technology implementations.
• 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, and 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.

Technologies

• Azure DevOps
• NCR Aloha
• Active Directory
• Group Policy
• Patch management tools
• Windows deployment technologies
• Microsoft 365
• PowerShell
• Batch files
• JavaScript
• ServiceNow
• New Relic
• AutoIT
• PDQ
• Ansible
• Azure

Bonus points if you have

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