IT Support Technician (Chattanooga, TN) in Chattanooga, Tennessee at Diversified Supply, Inc.

At Diversified Supply, we’re more than just a distributor—we’re a fast-paced, growing organization that relies on technology to power our operations across the Southeast. Our IT team plays a critical role in keeping everything running smoothly, and we’re looking for a driven, customer-focused IT Support Technician to join us.

If you enjoy solving problems, helping people, and working hands-on with technology in a collaborative environment—this is the role for you.

End-User & Helpdesk Support

• Respond to and resolve helpdesk requests via ticketing system, phone, email, and walk-up support
• Provide Tier 1 and Tier 2 technical support for desktops, laptops, printers, phones, and peripheral devices
• Troubleshoot Windows operating systems, software applications, and connectivity issues
• Support VPN access and remote connectivity troubleshooting
• Escalate complex or infrastructure-related issues following established protocols
• Maintain clear and accurate documentation of issues, resolutions, and troubleshooting steps
• Analyze and resolve moderately complex technical issues using independent judgment and decision-making

Hardware & Software Support

• Set up, configure, deploy, replace, and support workstations, laptops, mobile devices, and peripherals
• Assist with onboarding and offboarding activities, including equipment provisioning and access changes
• Maintain hardware inventory and asset tracking records
• Perform basic physical IT tasks, including cabling, workstation setup, and equipment relocation

Systems & Account Administration

• Assist with Active Directory user account management, password resets, and group assignments
• Support Microsoft 365 and standard business applications
• Assist with email access, MFA, and secure authentication processes under direction of IT leadership
• Follow cybersecurity best practices and report potential security incidents promptly
• Participate in cybersecurity incident response activities as directed

Documentation & Process Support

• Maintain accurate system documentation, FAQs, and standard operating procedures
• Assist with IT projects, system upgrades, and rollouts
• Coordinate with third-party vendors for issue resolution and support escalation
• Assist with data validation and reporting accuracy
• Support process improvement initiatives and documentation updates

Growth & Development Opportunities

• Exposure to reporting tools and data analysis
• Opportunities to support process improvement initiatives
• Exposure to automation or scripting tools based on interest and aptitude

Performance Expectations / Key Measures

• Timely response and resolution of helpdesk tickets
• Accuracy and completeness of documentation
• Adherence to cybersecurity and access control procedures
• End-user satisfaction and professionalist
• Ability to prioritize tasks in a fast-paced environment

• Salary: $52,000 – $65,000, depending on experience
• Bonus: Eligible for year-end bonus
• Growth potential as responsibilities expand

• 75% employer-paid medical, dental, and vision (employee-only coverage)
• 401(k) with 15% employer match
• 9 paid holidays
• 80 hours of vacation + 8 hours of birthday vacation

• Monthly and yearly employee recognition incentives
• Employee discount program (sporting events, movie tickets, and more)
• A culture that values flexibility and work-life balance

Qualifications

Education & Experience

• Associate degree in Information Technology, Computer Science, or related field preferred (or equivalent experience)
• 1–5 years of hands-on IT support or helpdesk experience

Technical Skills

• Windows desktop and laptop support
• Basic networking and connectivity troubleshooting
• VPN and remote access support
• Hardware installation, maintenance, and replacement
• Experience with ticketing systems and documentation practices

Preferred Skills

• Experience with SQL queries or reporting tools
• Strong Excel skills
• Interest in automation, scripting, or data analysis
• Experience with ERP systems (e.g., Prophet 21) or distribution environments

Knowledge, Skills, and Abilities

• Strong customer service and communication skills
• Ability to explain technical issues to non-technical users
• Strong interpersonal skills with a positive, service-oriented attitude
• Ability to train and support end users on technical applications and systems
• Strong problem-solving and troubleshooting abilities
• Ability to manage multiple priorities and deadlines
• Dependable, organized, and detail-oriented

Physical Requirements and Environmental Conditions

• Ability to sit for prolonged periods while working at a computer for 8 hours or more
• Ability to perform repetitive hand, wrist, and finger movements required for computer and office work
• Ability to occasionally stand, walk, bend, and lift up to 30 pounds (computers, monitors, printers, boxes, etc.)
• Ability to use standard office equipment, including computers, phones, printers, scanners, and tools
• Ability to view computer screens and read printed materials for extended periods
• Primarily office-based work environment
• Occasional exposure to typical office noise levels
• Position requires reaching, bending, stooping, handling objects with hands and/or fingers, speaking and hearing, and visual acuity sufficient to perform job duties

Work Schedule

• Monday – Friday, 8:00 am – 5:00 pm as the Company’s standard business hours.
• This position is on-site and requires regular in-office presence
• Occasional travel to branch locations may be required
• This position may require work outside of normal business hours, including evenings or weekends on an as-needed basis to support system outages, deployments, upgrades, or other critical business needs