Technical Support Analyst II

Cracker Barrel; Lebanon (TN); On-site; USD 52,000 - 74,000; Full time

Benefits offered by this job

Weekly pay

Medical, Rx, Dental, Vision benefits

Life Insurance and Disability

Paid Vacation

401k with Company Matching

Employee Stock Purchase Program

Store discount

Biscuit Perks

Job summary

Cracker Barrel is seeking an IT Support Specialist at the Store Support Center in Lebanon, TN to assist field users with technical, hardware, and software issues, including POS, back office, payroll processing, and more. You will troubleshoot, provide excellent customer service, and escalate when needed.

With at least 2 years of IT experience and an associate degree or higher in IT, you will contribute to training junior staff and supporting projects across Information Services.

Qualifications

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

Responsibilities

• Provide support to field users by answering calls regarding technical, hardware, and software issues.
• Troubleshoot software and hardware problems in stores and for remote users (POS, back office, payroll processing, etc.).
• Deliver high-quality customer service and resolve questions with effective solutions.
• Escalate issues outside your scope to the appropriate resource and share knowledge with teammates.
• Assist with training and development of the Store Support group and participate in projects.

Skills

Customer service

Technical support

Troubleshooting

Communication

Education

Associate degree in IT

Bachelor’s degree in IT

Tools

POS systems

Back office systems

Payroll processing software

Job description

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.What You'll Do - You'll Make the MomentProvides 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.At least 2 years of working experience.Associates degree or higher in IT.ITIL would be a preferred cert, but not required.Focus on YouWe're all about making sure you're taken care of too. Here's what's in it for you:Good Work Deserves Good Pay: Competitive pay every weekSupport That Goes Beyond the Clock: Medical, Rx, Dental and Vision Benefits on Day 1| Life Insurance and Disability Coverage | Paid Vacation/Employee Assistance ProgramGrow and Thrive Your Way: Business Resource Groups | Tuition Reimbursement | Professional DevelopmentCulture of Belonging: Support that starts on day one | Onboarding, training, and development to help you thrive | Recognition programs and employee events that bring us togetherInvest in Your Future: 401k Plan with Company Matching Contributions at 90 days | Employee Stock Purchase ProgramMore Perks, Just Because: 35% Discount on Cracker Barrel Food and Retail items | Exclusive Biscuit Perks like discounts on home, travel, cell phones, and more!A Little About UsSince 1969, Cracker Barrel has been a place to gather around delicious food, abundant servings, unexpected finds, and a warm welcome. Over time, it's become even more - somewhere folks can reconnect and feel at home. With more than 70,000 team members nationwide, we take pride in our roots - always serving up more than a meal.See for yourself. Apply now.Cracker Barrel is an equal opportunity employer.Qualified applicants are considered for all positions without regard to race, color, religion, sex, sexual orientation, genetic information, national origin, age, marital status, medical condition, disability or any other class expressly protected by law.