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Sr. IT Support Specialist

Date: Nov 19, 2020

Location: Reno, NV, 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 : 5343 

Employment Type : Full Time         

Job Category : Information Technology                                             

Work Location :  Reno, NV (Whse) 

State or Province : Nevada (US-NV)     

Potential Work Location : United States : Nevada : Reno 


Senior Specialist-Customer Fulfillment/Customer Care Center IS Support 


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


<span style="font-family:"Arial",sans-serif">The position of Sr. CFC/CC Support Specialist is responsible for day-to-day, 2nd and 3rd levels of IT support for the Customer Fulfillment and Customer Care Centers. Works cross-functionally with other technical teams to troubleshoot issues, support projects and design solutions. Co-leads and/or manages small to medium IT Operations based projects including hands-on and functional involvement. Coaches and mentors team members from a technical and SOP standpoint. Responsible for life cycle of Service Now Incidents/Tasks/Requests to ensure we meet service levels. Helps in the development and implementation of IT Operations standards and processes.


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


  • <span style="font-family:"Arial",sans-serif">Provides tier 2 & 3 level support for the CFC/CC Support Team.
  • <span style="font-family:"Arial",sans-serif">Co-leads and/or manages small to medium I.T. Operations based projects including hands-on and functional involvement.
  • <span style="font-family:"Arial",sans-serif">Coordinates support activities, and schedules projects, and tasks as needed
  • <span style="font-family:"Arial",sans-serif">Coaches and mentors team members.
  • <span style="font-family:"Arial",sans-serif">Liaison with I.T. Technology owners to help design and coordinate the installation of technology into the CFC/CC
  • <span style="font-family:"Arial",sans-serif">Liaison with the CFC Facilities team to coordinate activities that require both I.T. and CFC Operations teams.
  • <span style="font-family:"Arial",sans-serif">Responsible for life cycle of Service Now Incidents/Tasks/Requests to ensure we meet service levels.
  • <span style="font-family:"Arial",sans-serif">Helps in the development and implementation of I.T Operations standards and processes.
  • <span style="font-family:"Arial",sans-serif">Must follow all MSC policies, standards and procedures.
  • <span style="font-family:"Arial",sans-serif">Assist and provide backup to the Supervisor of the CFC/CC I.T. Operations Support Team.
  • <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">Setup, installation, configuration, troubleshooting, and support of the following: All PC/LAN software, hardware, and peripherals, IP terminals, telephones, MFP machines, Voicecom/Datacom equipment, warehouse automation systems, and call center management/automation systems.
  • <span style="font-family:"Arial",sans-serif">Hands-on and, coordination of, support for all warehouse automation systems including Warehouse Management System in an Ethernet environment consisting of IBM AS/400 and Radio Frequency barcode scanning systems.
  • <span style="font-family:"Arial",sans-serif">Provide end-user guidance and training on the use of Microsoft Windows, Office365, File storage, desktops, laptops, printers, peripherals, and AS/400 systems and access.
  • <span style="font-family:"Arial",sans-serif">Keeps all CFC/CC I.T. Operations support system documentation current.
  • <span style="font-family:"Arial",sans-serif">Provide 24x7 on-call support for planned/unplanned systems support and/or project support
  • <span style="font-family:"Arial",sans-serif">Responsible for physical backup media rotations including but not limited to AS/400 and Windows servers.
  • <span style="font-family:"Arial",sans-serif">Responsible for infrastructure cabling including fiber, CAT6, and IDF/MDF maintenance.
  • <span style="font-family:"Arial",sans-serif">Responsible for coordination of vendors for all on-site work performed such as cabling, printer PM’s, etc.
  • <span style="font-family:"Arial",sans-serif">Responsible for the communications for I.T. related issues and/or concerns.
  • <span style="font-family:"Arial",sans-serif">Works closely with departments and user community ensuring the efficient and proper use of I.T. resources through hands-on support and training for all areas in the CFC and CC.
  • <span style="font-family:"Arial",sans-serif">Maintains confidentiality of necessary information.
  • <span style="font-family:"Arial",sans-serif">Responsible for the research of automating repetitive maintenance tasks.
  • <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 degree or the equivalent experience in an I.T. Support role is required.
  • <span style="font-family:"Arial",sans-serif">Minimum of eight years of experience supporting Microsoft products, Switches, Windows Servers, and infrastructure cabling is required.
  • <span style="font-family:"Arial",sans-serif">Minimum of eight years supporting technologies used for business needs.
  • <span style="font-family:"Arial",sans-serif">Minimum of four years supporting technologies used by both warehouse and call center environments.


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


  • <span style="font-family:"Arial",sans-serif">Hands-on experience installing, configuring, and troubleshooting Windows clients in PC/LAN environment including but not limited to the following software and hardware:
  • <span style="font-family:"Arial",sans-serif">Software: Microsoft Windows, Microsoft Office, Office365, Microsoft Visio, Microsoft Project, McAfee/E-Policy, etc.
  • <span style="font-family:"Arial",sans-serif">Hardware:  Desktops and laptop computers, Laserjet / Thermal / MFP printers, Document scanners, Wireless 802.11 equipment (access points/ports and RF end device), network switches and Windows Network Servers.
  • <span style="font-family:"Arial",sans-serif">Experience in structured cabling, network topologies, protocols, and communications including but not limited to Ethernet and TCP/IP related configurations.
  • <span style="font-family:"Arial",sans-serif">Experience utilizing skills and knowledge of the following:
  • <span style="font-family:"Arial",sans-serif">Personal computer hardware including micro-computer based servers and related peripherals; network, server, and client operating systems
  • <span style="font-family:"Arial",sans-serif">PC applications, database systems, electronic messaging systems, and communications
  • <span style="font-family:"Arial",sans-serif">software, both network and stand-alone installations; remote access and telecommunication solutions.
  • <span style="font-family:"Arial",sans-serif">Experience supporting WiFi technologies. Aruba experience a plus.
  • <span style="font-family:"Arial",sans-serif">Experience using Ansible Automation a plus
  • <span style="font-family:"Arial",sans-serif">IP Telephony experience a plus
  • <span style="font-family:"Arial",sans-serif">Basic AS/400 work management a plus
  • <span style="font-family:"Arial",sans-serif">Very good verbal and written communications skills, in addition to good presentation.


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


  • <span style="font-family:"Arial",sans-serif">A valid driver’s license and the ability to travel up to 15% of the time may be required.
  • <span style="font-family:"Arial",sans-serif">Ability to lift, move, pack, unpack, and all related physical logistics of equipment supported.

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: Reno
Nearest Secondary Market: Tahoe