IT Help Desk Tier 2 DevOps Analyst

Texas Roadhouse is looking for legendary, passionate Roadies to join our Support Center team in Louisville, KY. If you’re ready to bring your energy, partnership, and heart to a place where fun meets purpose, you’ve come to the right place. Come see why our Roadies love their jobs!

Why This Role Rocks Are you the go-to person when technology gets tricky? 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. If you enjoy solving challenging problems, building efficiencies, and making a direct impact on the restaurant experience, this role is for you.

This is an on-site hybrid schedule (minimum 3 days in the office) at the Texas Roadhouse Support Center located in Louisville, Kentucky.

Work Schedule: This position is scheduled for four weekday shifts from 9:00 AM to 5:00 PM EST, with three of those shifts worked from the office. In addition, the role includes one weekend shift from 8:00 AM to 4:00 PM EST. Team members may occasionally be required to work early morning or evening shifts to support business needs. The position also requires holiday coverage, excluding Thanksgiving Day and New Year’s Day, as well as participation in the team’s on-call rotation.

What’s On Your Plate

• 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., This job description includes essential functions and basic duties and is intended to provide guidelines for job expectations and the employee’s ability to perform the position described. It is not an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as appropriate. This document is not a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

• 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.

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

Pulled from the full job description

• Tuition reimbursement
• Paid parental leave
• Parental leave
• 401(k)
• Health insurance
• Vision insurance
• Dental insurance, As our founder Kent Taylor said, “We’re a people-first company that just happens to serve steaks.” We believe in taking care of the whole Roadie: from professional development opportunities to a robust benefits package. Our culture is just one reason why many of our leaders started as servers, managers, and line cooks, and have grown Legendary careers with us. Here’s a taste of what we offer:
• 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
• Delicious perks from Willie’s Joynt-our full-service cafe serving up legendary meals

Support Center employees who meet benefit eligibility receive a comprehensive total rewards package starting the first day of the month after 31 days of employment.