Specialist, IT Support CFC​/CC

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  :20861

Employment Type:

Full Time

Job Category:
Digital/IT

Work Location:

Atlanta, GA (Whse)

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.

• Setup, installation, configuration, troubleshooting, and support of PC/LAN software, hardware, and peripherals, AS/400 terminal emulators, Avaya IP phones, MFP machines, misc. telecom equipment, warehouse automation systems, Call Center applications and their management software.
• Provides 1st and 2nd level end user and systems support.
• Ensures internal and external customer satisfaction and implements initiatives to enhance satisfaction where necessary.
• Keeps all CFC/Call Center system documentation current.
• Provides 24x7 on‑call support for planned/unplanned systems and/or project support for all CFC / Call Center activities along with CSC projects.
• Follows appropriate change control procedures from an operational point of view for all IS systems.
• Ensures adherence to all defined standards for naming, documentation, and security.
• Hands‑on coordination and support for all warehouse automation systems including picking, manifesting and shipping systems in an Ethernet environment of IBM AS/400, Windows, Linux, and RF barcode scanning systems.
• Hands‑on coordination and support for all Call Center automation systems including voice mail, e‑mail, telephony in an Ethernet environment of IBM AS/400 and Windows technologies.
• Provides end‑user guidance and training on Microsoft Windows, Office, E‑mail, file storage, desktops, laptops, printers, peripherals, and AS/400 systems and access.
• Understands MFP systems operation and troubleshooting process.
• Responsible for physical backup media rotations including MSDS (AS/400) and Windows servers.
• Responsible for local infrastructure cabling including fiber, CAT5, CAT6E, and IDF/MDF maintenance.
• Coordinates vendors for on‑site work performed such as cabling and printer PMs.
• Works with the Facilities team on support and maintenance of conveyor systems, FORTNA, Ethernet I/O module controls, and programming and support of in‑line scanners.
• Communicates IS related issues and/or concerns between the CFC/Call Center management team and the CSC IS Team.
• Works closely with departments and user community ensuring efficient use of IS resources through hands‑on support and training for all areas in the CFC and Call Center.
• Serves as a resource in IS operational projects and provides input.
• Maintains confidentiality of necessary information.
• Provides daily status to the Supervisor of the IS 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 future career path.
• Supports 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.
• Participates in special projects and performs additional duties as required.

• Associate's degree or 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 Arc Serve backup software.

• One year hands‑on experience installing, configuring, and troubleshooting DOS/Windows clients in PC/LAN environment, including software: DOS, Microsoft Windows, Office, 365, Visio, Project, McAfee/E‑Policy, and MSDS…