IT Help Desk Tier 2 DevOps Analyst

Texas Roadhouse•Rochester, MN

1d•Hybrid

About The Position

Texas Roadhouse is looking for legendary, passionate Roadies to join our Support Center team in Louisville, KY. As an IT Help Desk Tier 2 DevOps Analyst, you'll play a critical role in keeping restaurant technology running smoothly across thousands of locations. You'll serve as an escalation expert for complex technical issues, support enterprise-wide POS and store systems, and help drive innovative solutions through automation, monitoring, and continuous improvement. This is an on-site hybrid schedule (minimum 3 days in the office) at the Texas Roadhouse Support Center located in Louisville, Kentucky.

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.

Nice To Haves

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 technical certifications.
Experience supporting restaurant, hospitality, or multi-location retail environments.

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.
Monitor system health with observability tools and proactively identify opportunities to improve reliability.
Own incidents from diagnosis through resolution, including root cause analysis and documentation.
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.
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.