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Spec, IT Support CFC/CC

Date: Nov 24, 2020

Location: Elkhart, IN, US

Company: MSC Industrial Supply

Build a better career with MSC. 
Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace. 

Requisition ID : 5542 

Employment Type : Full Time         

Job Category : Information Technology                                             

Work Location :  Elkhart, IN (Whse) 

State or Province : Indiana (US-IN)     

Potential Work Location : United States : Indiana : Elkhart 


<span style="font-family:"Arial",sans-serif">BRIEF POSITION SUMMARY:

<span style="font-family:"Arial",sans-serif">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.

<span style="font-family:"Arial",sans-serif">DUTIES and RESPONSIBILITIES:

  • <span style="font-family:"Arial",sans-serif">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.
  • <span style="font-family:"Arial",sans-serif">Provides 1st and 2nd level end user and systems support.
  • <span style="font-family:"Arial",sans-serif">Ensures internal and external customer satisfaction.  Implements initiatives to enhance customer satisfaction where necessary.
  • <span style="font-family:"Arial",sans-serif">Keeps all CFC/Call Center system documentation current.
  • <span style="font-family:"Arial",sans-serif">Provide 24x7 on-call support for planned/unplanned systems support and/or project support for all CFC / Call Center activities along with CSC projects
  • <span style="font-family:"Arial",sans-serif">Follows, from an operational point of view, the appropriate change control procedures with regards to all IS systems.
  • <span style="font-family:"Arial",sans-serif">Ensures adherence to all defined standards for naming, documentation and security.
  • <span style="font-family:"Arial",sans-serif">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.
  • <span style="font-family:"Arial",sans-serif">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 PC\LAN Windows technologies.
  • <span style="font-family:"Arial",sans-serif">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.
  • <span style="font-family:"Arial",sans-serif">Understanding of MFP systems operation and troubleshooting process.
  • <span style="font-family:"Arial",sans-serif">Responsible for physical backup media rotations including but not limited to MSDS (AS/400) and Windows servers.
  • <span style="font-family:"Arial",sans-serif">Responsible for local infrastructure cabling including fiber, CAT5, CAT6E, and IDF/MDF maintenance.
  • <span style="font-family:"Arial",sans-serif">Responsible for coordination of vendors for on-site work performed such as cabling, printer PM’s, etc.
  • <span style="font-family:"Arial",sans-serif">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.
  • <span style="font-family:"Arial",sans-serif">Responsible for communications for I.S. related issues and/or concerns between the CFC / Call Center management team and the CSC I.S. Team.
  • <span style="font-family:"Arial",sans-serif">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.
  • <span style="font-family:"Arial",sans-serif">Utilized as a resource in, and provide input for, IS operational projects.
  • <span style="font-family:"Arial",sans-serif">Maintains confidentiality of necessary information.
  • <span style="font-family:"Arial",sans-serif">Provide daily status to the Supervisor of the I.S. Operations Group in an acceptable format as defined by same.
  • <span style="font-family:"Arial",sans-serif">Keeps up to date in development of skills as they pertain to the current job title and what will be required in career path.
  • <span style="font-family:"Arial",sans-serif">Ability to support new technology, systems, and network, as the business requires, and newer technology is implemented.
  • <span style="font-family:"Arial",sans-serif">Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
  • <span style="font-family:"Arial",sans-serif">Participation in special projects and performs additional duties as required.

<span style="font-family:"Arial",sans-serif">EDUCATION and EXPERIENCE:

  • <span style="font-family:"Arial",sans-serif">Associate’s degree or the equivalent of 2 years in I.T. Support role is required.
  • <span style="font-family:"Arial",sans-serif">Minimum two years experience supporting Microsoft 365, Cisco switches, H.P. Windows Servers, and ArcServe backup software.

<span style="font-family:"Arial",sans-serif">SKILLS:

  • <span style="font-family:"Arial",sans-serif">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:
    • <span style="font-family:"Arial",sans-serif">Software:  DOS, Microsoft Windows, Microsoft Office, Microsoft 365, Microsoft Visio, Microsoft Project, McAfee/E-Policy, and MSDS applications.
    • <span style="font-family:"Arial",sans-serif">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.
  • <span style="font-family:"Arial",sans-serif">One-year experience as an AS/400 Operator or equivalent including:
    • <span style="font-family:"Arial",sans-serif">system device creation/connection/troubleshooting, communication line setup & troubleshooting,
    • <span style="font-family:"Arial",sans-serif">commands and control of “varying” on and off devices inclusive of starting and ending writers
  • <span style="font-family:"Arial",sans-serif">One-year experience in structured cabling, network topologies, protocols, and communications including but not limited to Ethernet, 10/100/1000Base-T, and TCP/IP.
    • <span style="font-family:"Arial",sans-serif">One year experience with Radio Frequency systems a plus.
    • <span style="font-family:"Arial",sans-serif">One-year experience with basic ACD concepts.

<span style="font-family:"Arial",sans-serif">OTHER REQUIREMENTS:

  • <span style="font-family:"Arial",sans-serif">Ability to lift, move, pack, unpack, and all related physical logistics of equipment supported.
  • <span style="font-family:"Arial",sans-serif">A valid driver’s license and the ability to travel up to 5% of the time may be required.

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 75+ 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. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future.

If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal 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, gender identity/expression or any category protected by applicable law.                    


Nearest Major Market: Elkhart
Nearest Secondary Market: South Bend