Specialist, IT Support CFC/CC

MSC Industrial Direct Co.,Inc.; Atlanta (GA); Hybrid; USD 51,000 - 70,000; Full time

Job summary

MSC Industrial Direct Co.,Inc. is seeking an IT Support professional to provide daily hardware and software support for the Customer Fulfillment Center and Call Center in Atlanta.

Responsibilities include installation, configuration, troubleshooting, and training for PC/LAN systems, AS/400 terminals emulators, Avaya IP phones, and warehouse automation applications. Candidates should have 2+ years of IT support experience, including Microsoft 365, Cisco switches, and ArcServe backup software.

Qualifications

• Associate's degree or the equivalent of 2 years in IT Support is required.
• 2+ years of experience with Microsoft 365, Cisco switches, Windows servers, and ArcServe backup software.

Responsibilities

• Provide day-to-day support to the Customer Fulfillment Center and Call Center on hardware and software.
• Install, configure, troubleshoot, and train users on PC/LAN software, hardware, and peripherals.
• Provide 1st and 2nd level end-user and systems support and ensure customer satisfaction.

Skills

Windows PCs

Microsoft 365

AS/400

Networking basics

Call Center tech

Telephony systems

RF barcode

Documentation

Education

Associate's degree or 2 years IT support

Tools

AS/400 emulators

Avaya IP phones

MFP devices

ArcServe backup

Cisco switches

Windows servers

RF scanners

Job description

BUILD A BETTER CAREER WITH MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition ID :21587

Employment Type :Full Time

Job Category :Digital/IT

Work Location :Atlanta, GA (Whse)

BRIEF POSITION SUMMARY

This position provides day-to-day support to the Customer Fulfillment Center (CFC) and Call Center (CC) on both hardware and software, including installation and set-up, configuration, troubleshooting, training.

DUTIES and RESPONSIBILITIES

• Setup, installation, configuration, troubleshooting, and support of the following: All PC/LAN software, hardware, and peripherals, AS/400 terminals emulators, Avaya IP phones, MFP machines. and misc. telecom equipment, warehouse automation systems, Call Center applications along with their Call Center management software.
• Provides 1st and 2nd level end user and systems support.
• Ensures internal and external customer satisfaction. Implements initiatives to enhance customer satisfaction where necessary.
• Keeps all CFC/Call Center system documentation current.
• Provide 24x7 on-call support for planned/unplanned systems support and/or project support for all CFC / Call Center activities along with CSC projects
• Follows, from an operational point of view, the appropriate change control procedures with regards to all IS systems.
• Ensures adherence to all defined standards for naming, documentation and security.
• Hands-on and, coordination of, support for all warehouse automation systems including picking, manifesting and shipping systems in an Ethernet environment consisting of IBM AS/400, LAN server (i.e. Windows, Linux) technologies and Radio Frequency barcode scanning systems.
• Hands-on and, coordination of, support for all Call Center automation systems including voice mail, e-mail, Telephony systems in an Ethernet environment consisting of IBM AS/400 and PCLAN Windows technologies.
• Provide end-user guidance and training on the use of Microsoft Windows, Office, E-mail, File storage, desktops, laptops, printers, peripherals, and AS/400 systems and access.
• Understanding of MFP systems operation and troubleshooting process.
• Responsible for physical backup media rotations including but not limited to MSDS (AS/400) and Windows servers.
• Responsible for local infrastructure cabling including fiber, CAT5, CAT6E, and IDF/MDF maintenance.
• Responsible for coordination of vendors for on-site work performed such as cabling, printer PM's, etc.
• Works in conjunction with the Facilities team on support and maintenance of conveyor system including but not limited to FORTNA, Ethernet I/O module controls and programming & support of in-line scanners.
• Responsible for communications for I.S. related issues and/or concerns between the CFC / Call Center management team and the CSC I.S. Team.
• Works closely with departments and user community ensuring the efficient and proper use of IS resources through hands-on support and training for all areas in the CFC and Call Center.
• Utilized as a resource in, and provide input for, IS operational projects.
• Maintains confidentiality of necessary information.
• Provide daily status to the Supervisor of the I.S. Operations Group in an acceptable format as defined by same.
• Keeps up to date in development of skills as they pertain to the current job title and what will be required in career path.
• Ability to support new technology, systems, and network, as the business requires, and newer technology is implemented.
• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
• Participation in special projects and performs additional duties as required.

EDUCATION and EXPERIENCE

• Associate's degree or the equivalent of 2 years in I.T. Support role is required.
• Minimum two years' experience supporting Microsoft 365, Cisco switches, H.P. Windows Servers, and ArcServe backup software.

SKILLS

• 
  One year hands-on experience installing, configuring, and troubleshooting DOS/Windows clients in PC/LAN environment including but not limited to the following software and hardware:
• 
  Software: DOS, Microsoft Windows, Microsoft Office, Microsoft 365, Microsoft Visio, Microsoft Project, McAfee/E-Policy, and MSDS applications.
• 
  Hardware: Desktops and laptop computers, Laserjet printers, Document scanners, Wireless 802.11G equipment (access points RF guns), switch, Windows network servers (file, print, e-mail, Call Center reporting, and Presentation VTC equipment.
• 
  One-year experience as an AS/400 Operator or equivalent including:
• 
  system device creation/connection/troubleshooting, communication line setup & troubleshooting,
• 
  commands and control of “varying” on and off devices inclusive of starting and ending writers
• 
  One-year experience in structured cabling, network topologies, protocols, and communications including but not limited to Ethernet, 10/100/1000Base-T, and TCP/IP.
• 
  One year experience with Radio Frequency systems a plus.
• 
  One-year experience with basic ACD concepts.

OTHER REQUIREMENTS

• Ability to lift, move, pack, unpack, and all related physical logistics of equipment supported.
• A valid driver's license and the ability to travel up to 5% of the time may be required.
• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).
• This is an onsite position, scheduled Monday through Friday from 12:00 PM to 9:00 PM EST

Compensation starting at $50,500 - $70,332 depending on candidate location and experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.

WHY MSC?

People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.

OUR COMMITMENT TO YOU

Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits.

You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.

Please note that MSC uses electronic monitoring and system logs in its workplace, including monitoring of Company-provided systems and collaboration tools, as permitted by applicable law.