Technical Support Analyst II

Cracker Barrel • Lebanon, TN

1d

About The Position

The Technical Support Analyst II provides technical support to field users by responding to telephone calls about technical, hardware, and software issues. The role troubleshoots systems and devices used in stores and by remote users, including point-of-sale, back-office, ordering, payroll, credit card, and gift card systems. It delivers a high level of customer service, researches and implements solutions, and refers issues outside the role’s expertise to the appropriate resource.

The analyst also researches issues reported by other Store Support personnel, shares knowledge with colleagues, assists with training and development for the Store Support group, and contributes to projects across Information Services or other departments as assigned.

Requirements

• At least 2 years of working experience.
• Associate degree or higher in IT.

Nice To Haves

• ITIL certification is preferred but not required.

Responsibilities

• Answer telephone calls from field users about technical, hardware, and software issues.
• Troubleshoot hardware and software problems in stores and for remote users, including POS, back-office, PFG ordering, payroll processing, credit card, and gift card systems.
• Provide a high level of customer service and use appropriate means to answer questions and implement solutions.
• Refer problems outside the scope of expertise to the appropriate resource.
• Research and troubleshoot issues encountered by other Store Support personnel, as requested.
• Share and teach knowledge and skills with others when appropriate.
• Assist with and/or oversee training and development of the Store Support group.
• Assist with part or all of projects assigned across Information Services or other departments.

Benefits

• Competitive pay every week.
• Medical, prescription, dental, and vision benefits on day one.
• Life insurance and disability coverage.
• Paid vacation.
• Employee Assistance Program.
• Business Resource Groups.
• Tuition reimbursement.
• Professional development.
• Onboarding, training, and development.
• Recognition programs and employee events.
• 401(k) plan with company matching contributions after 90 days.
• Employee Stock Purchase Program.
• 35% discount on Cracker Barrel food and retail items.
• Discounts on home, travel, cell phones, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree