Technical Support Analyst II

Cracker Barrel Old Country Store, Inc.; United States; On-site; USD 52,000 - 75,000; Full time

Benefits offered by this job

Medical and Rx Benefits

Dental and Vision Benefits

Life Insurance

Disability Coverage

Paid Vacation

Tuition Reimbursement

401k with Company Matching

Employee Stock Purchase Program

Employee Discounts

Professional Development

Job summary

Cracker Barrel Old Country Store, Inc. is seeking an IT Support professional for the Store Support Center. You’ll help field users with technical, hardware, and software issues, including POS and back-office systems, delivering strong customer service and practical solutions.

With at least 2 years of experience and an IT-related degree, you’ll contribute to training and support across Information Services, helping teams stay productive and connected.

Qualifications

• At least 2 years of working experience in IT support or help desk.
• Associates degree or higher in IT.
• ITIL certification is preferred but not required.

Responsibilities

• Provides 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 POS, back office, payroll, credit cards, and gift cards.
• Delivers high level customer service and uses available means to answer questions and implement solutions.
• Refers problems outside scope to appropriate resource.
• Researches and troubleshoots issues for Store Support personnel.
• Shares knowledge and skills with others when appropriate.
• Assists with and/or oversees training and development of the Store Support group.
• Assists with parts of projects within Information Services or other departments.

Skills

IT Support

Customer Service

Troubleshooting

Education

Associates degree in IT

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'll 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 Moment

• Provides 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 You We'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 week
• Support That Goes Beyond the Clock: Medical, Rx, Dental and Vision Benefits on Day 1
• Life Insurance and Disability Coverage
• Paid Vacation/Employee Assistance Program Grow and Thrive Your Way: Business Resource Groups
• Tuition Reimbursement
• Professional Development Culture of Belonging: Support that starts on day one
• Onboarding, training, and development to help you thrive
• Recognition programs and employee events that bring us together Invest in Your Future: 401k Plan with Company Matching Contributions at 90 days
• Employee Stock Purchase Program
• More 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 Us Since 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.

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.

They say you are the company you keep - And at Cracker Barrel we take that seriously.

Bringing together folks who share a sense of pride in their work, and joy in hospitality.

While building teams where everyone can see how much their contribution is valued.

Because making a difference in someone's life can feel big - But it's often the smallest moments that make the deepest impact.

We're all in this together - to make a real difference for our guests, every day.

That's why, at Cracker Barrel, you're all in good company.

Since 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.

With more than 70,000 team members nationwide, we take pride in our roots - always serving up more than a meal.