IT Support and Network Tech (TN, Chattanooga)

About the Role

Five Star Breaktime Solutions is seeking an experienced IT Support Network Technician to support approximately 1,200–1,500 users across our corporate headquarters and 55 branch locations.

This senior-level position is split between advanced end-user support and network operations. You'll serve as the technical escalation point for complex IT issues while supporting branch networks, improving processes, and helping Five Star continue to scale through growth and acquisitions. This is a hands-on individual contributor role with a strong focus on problem-solving, ownership, and continuous improvement.

What Five Star Has To Offer

• Paid vacation, paid holidays, and paid sick days.
• 401(k) retirement savings plan with company match.
• Comprehensive medical, dental, and vision insurance plans.
• Voluntary FSA/HSA, life insurance, and short/long-term disability options.
• Opportunities for professional growth and advancement.
• Opportunity to support our 501(c)3 charity, Feeding the Future, Inc., which provides over 500,000 meals annually to children in need.

Key Responsibilities

IT Support End-User Systems

• Serve as the primary escalation point for complex Windows, Microsoft 365, endpoint, application, and identity issues.
• Troubleshoot escalated issues through resolution and identify root causes to prevent recurring problems.
• Manage Windows device provisioning through Microsoft Intune and Windows Autopilot.
• Maintain application deployments and device configurations across branch and corporate endpoints.
• Coordinate hardware replacements, refreshes, and RMA activities across branch locations.
• Administer user accounts, groups, licensing, and access through Active Directory and Microsoft Entra ID.
• Troubleshoot authentication, MFA, hybrid identity, and directory synchronization issues.
• Support IT onboarding and standardization for newly acquired locations.
• Coordinate and quality-check third-party technicians completing work at remote branches.
• Create and maintain knowledge base articles, runbooks, and troubleshooting procedures.
• Mentor Help Desk Technicians and help improve Tier 1 troubleshooting capabilities.
• Participate in an after-hours on-call rotation.

Network Operations

• Configure switch ports and VLANs for new and relocated branch devices.
• Deploy, replace, configure, and troubleshoot switches, wireless access points, firewalls, and related network hardware.
• Troubleshoot branch connectivity and wireless coverage issues.
• Manage ISP tickets for circuit outages and service degradation through resolution.
• Monitor network alerts, perform initial troubleshooting, and escalate when necessary.
• Maintain network documentation and IP address management records.
• Perform approved firmware and patch updates during scheduled maintenance windows.
• Assist the Network Administrator with firewall policies, VPNs, site-to-site tunnels, and new branch network deployments.
• Support network integration for acquisitions, including circuit provisioning, hardware deployment, and cutovers.
• Assist with core and data center network infrastructure as needed.
• Travel to branch locations when hands-on technical support is required.

Required Qualifications

• 5 years of IT support experience, including at least 2 years in a Tier 2, escalation, or similar advanced support role.
• Hands-on network support experience.
• Experience administering Microsoft 365, Entra ID, Intune, and Active Directory.
• Experience with Windows Autopilot device provisioning.
• Strong Windows 10/11 troubleshooting skills.
• Working knowledge of VLANs, switching, routing, DHCP, DNS, and wireless networking.
• Experience configuring and troubleshooting enterprise switches, firewalls, and wireless access points.
• Experience working within an enterprise ticketing or ITSM platform.
• Strong documentation, communication, and problem-solving skills.
• Ability to take ownership of technical issues from identification through resolution.
• Ability to participate in after-hours maintenance and on-call rotations.
• Valid driver's license and ability to travel to branch locations up to 15%.

Preferred Qualifications

• Experience with Fortinet platforms including FortiGate, FortiSwitch, FortiAP, and FortiOS.
• CCNA, Fortinet NSE, or similar network certification.
• PowerShell scripting and administrative automation experience.
• Experience supporting a distributed, multi-site organization.
• Experience coordinating third-party field technicians.
• Experience with Azure infrastructure and hybrid environments.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities..