RSC Support Technician

Church’s Texas Chicken

Employee Job Description

Job Title: RSC Support Tech

Reports To: Director of Technology Operations

Department: Information Technology

Location: On-Site Restaurant Support Center – Atlanta, GA

Revised: April 2026

Job Summary:

The Restaurant Support Center (RSC) Support Tech delivers advanced technical support across Church's Texas Chicken's global enterprise environment, serving as a key escalation point for complex issues spanning endpoint, identity, application, and network environments. This role combines hands-on troubleshooting with deep technical analysis, root cause resolution, and continuous improvement initiatives to ensure a secure, stable, and high-performing IT landscape. Operating within a structured, metrics-driven IT service model, the engineer integrates endpoint management, cloud administration, networking, and security operations while partnering closely with infrastructure and security teams. The position leverages automation and AI to enhance efficiency, accelerate issue resolution, and deliver an exceptional user experience across Corporate and Franchise locations.

Key Duties/Responsibilities:

• Deliver tiered technical support (Level 1 through Level 3) by diagnosing and resolving complex hardware, software, and system issues across desktops, laptops, mobile devices, and peripherals — both onsite and remotely — including enterprise application, identity, and connectivity troubleshooting.
• Administer Microsoft Intune for device enrollment, compliance, patching, and application deployment across Windows, macOS, iOS, and Android platforms, supporting the full endpoint lifecycle including imaging, deployment, and upgrades.
• Manage the lifecycle of IT assets — including devices, AV equipment, and network hardware — through deployment, tracking, auditing, and retirement, maintaining accurate inventory and asset records using ITSM and asset management tools.
• Administer Azure and Microsoft 365 environments, troubleshooting issues affecting Microsoft Secure Score pillars including Identity, Data, Applications, and Endpoints, and ensuring security controls are enforced across on-premises, cloud, and SaaS environments.
• Configure, support, and maintain conference room and AV technology (e.g., Microsoft Teams Rooms, video conferencing systems, displays, and AV hardware) to ensure a seamless collaboration experience for end users.
• Manage incidents and service requests using ITSM tools (e.g., ServiceNow, Freshservice), prioritizing and resolving issues based on business impact and SLA requirements, performing root cause analysis, and contributing to problem management initiatives.
• Enforce IT security policies including endpoint compliance, Conditional Access controls, and endpoint protection tools (e.g., Microsoft Defender), and actively participate in patching, vulnerability remediation, and security improvement initiatives.
• Provide end-user support and training on Microsoft 365, Teams, conferencing tools, and enterprise systems, promoting security awareness best practices such as MFA and phishing awareness, and leveraging AI tools to assist with troubleshooting, ticket triage, and knowledge management.
• Collaborate cross-functionally with infrastructure, security, and application teams; maintain knowledge base articles, SOPs, and technical documentation; and identify recurring issues to implement long-term process improvements.

Position Requirements (Education, Qualifications, Experience):

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred, or equivalent hands-on experience in a comparable enterprise IT environment.
• 5+ years of progressive IT support experience, with demonstrated advancement into Level 2 and Level 3 responsibilities, including 3–5 years within a formal enterprise help desk or service desk environment.
• 2–3 years of experience supporting hybrid cloud environments, with strong proficiency in Microsoft 365, Azure AD / Entra ID, and Microsoft Intune.
• Demonstrated experience supporting Windows, macOS, iOS, and Android platforms, including imaging, deployment, and endpoint lifecycle management.
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, VLANs, VPN, and Wi-Fi, along with working knowledge of conference room and AV technology support.
• Experience with endpoint security tools such as Microsoft Defender and Conditional Access, as well as ITSM platforms such as ServiceNow, Freshservice, or Jira.
• Experience supporting application integrations, technology rollouts, and asset lifecycle management across a multi-site or multi-location organization.
• Familiarity with scripting and automation tools (PowerShell, Python preferred) and experience using AI tools to support troubleshooting and IT operations.
• Industry certifications preferred: CompTIA A+, CompTIA Network+, or Microsoft Certified (MCP, MD-102, AZ-104).

Competencies:

• Critical Thinking – Defines and resolves a situation or problem by analyzing issues involved, weighing options, and evaluating alternatives; maintains objective attitude; approaches situations and problems systematically; uses observation, experience, reflection, and/or reasoning to drive business forward.
• Influencing Others – Convinces and persuades others in either positive or negative circumstances to accomplish goals and objectives; responds to objections successfully; uses tact when expressing ideas or opinions.
• Initiative – Acts proactively; addresses issues or opportunities without supervision; focuses on desired results and accomplishments; demonstrates clear purpose, enthusiasm, and a "can-do" attitude.
• Innovative and Creative – Looks for ways to improve oneself, the job, the project, the system, and the organization; challenges conventional practices, generates new ideas to create novel solutions to problems.
• Managing Execution – Manages multiple projects and effectively prioritizes tasks and goals; uses goals to guide actions and create detailed action plans; organizes and schedules people and tasks; utilizes resources effectively to meet goals.
• Negotiating – Presents issues or ideas in a clear and influential manner; maintains an open-minded and non-judgmental attitude; listens to others' views and empathizes.
• Relationship Management – Initiates and develops relationships with others; demonstrates credibility; confronts conflict quickly and professionally; inspires confidence in others.

Physical Requirements:

Employees must be able to perform the essential functions of the position with or without reasonable accommodation. Must be able to lift, install, and provide support for IT and AV equipment as necessary (up to 25 lbs.)

Travel: up to 10% as needed.

1. If you’re hungry for a career that’s fun, fast-paced and loaded with opportunity, then you’ve come to the right place. At Church's®, we’re not your typical quick service restaurant. We make real comfort food that makes a difference in peoples’ lives. And for over 60 years, our restaurant has been a place where hard-working people can get ahead and go on to do amazing things by serving others.

2. Church’s Chicken is an equal employment opportunity employer and makes hiring and employment decisions without regard to race, color, religion sex, national origin, age, disability, genetic information or any other factor prohibited by applicable law.