Sr. IT Support Specialist (Fulfillment Operations)

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.

Requisition ID :2899

Employment Type :Full Time

Job Category :Information Technology

Work Location :Columbus OH (Whse)

State or Province :Ohio (USOH)

Potential WorkLocation :United States : Ohio : Columbus

BRIEF POSITION SUMMARY:

The position of Sr. IT Support Specialist is responsible for daytoday 2nd and 3rd levels of IT support for the Customer Fulfillment and Customer Care Centers. Works crossfunctionally with other technical teams to troubleshoot issues support projects and design solutions. Coleads and/or manages small to medium IT Operations based projects including handson 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.

DUTIES and RESPONSIBILITIES:

• Provides tier 2 & 3 level support for the CFC/CC Support Team.
• Coleads and/or manages small to medium I.T. Operations based projects including handson and functional involvement.
• Coordinates support activities and schedules projects and tasks as needed
• Coaches and mentors team members.
• Liaison with I.T. Technology owners to help design and coordinate the installation of technology into the CFC/CC
• Liaison with the CFC Facilities team to coordinate activities that require both I.T. and CFC Operations teams.
• Responsible for life cycle of Service Now Incidents/Tasks/Requests to ensure we meet service levels.
• Helps in the development and implementation of I.T Operations standards and processes.
• Must follow all MSC policies standards and procedures.
• Assist and provide backup to the Supervisor of the CFC/CC I.T. Operations Support Team.
• Ensures internal and external customer satisfaction. Implements initiatives to enhance customer satisfaction where necessary.
• 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.
• Handson 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.
• Provide enduser guidance and training on the use of Microsoft Windows Office365 File storage desktops laptops printers peripherals and AS/400 systems and access.
• Keeps all CFC/CC I.T. Operations support system documentation current.
• Provide 24x7 oncall support for planned/unplanned systems support and/or project support
• Responsible for physical backup media rotations including but not limited to AS/400 and Windows servers.
• Responsible for infrastructure cabling including fiber CAT6 and IDF/MDF maintenance.
• Responsible for coordination of vendors for all onsite work performed such as cabling printer PMs etc.
• Responsible for the communications for I.T. related issues and/or concerns.
• Works closely with departments and user community ensuring the efficient and proper use of I.T. resources through handson support and training for all areas in the CFC and CC.
• Maintains confidentiality of necessary information.
• Responsible for the research of automating repetitive maintenance tasks.
• 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 MSCs vision and unity of purpose.
• Participation in special projects and performs additional duties as required.

EDUCATION and EXPERIENCE:

• Associate degree or the equivalent experience in an I.T. Support role is required.
• Minimum of eight years of experience supporting Microsoft products Switches Windows Servers and infrastructure cabling is required.
• Minimum of eight years supporting technologies used for business needs.
• Minimum of four years supporting technologies used by both warehouse and call center environments.

SKILLS:

• Handson experience installing configuring and troubleshooting Windows clients in PC/LAN environment including but not limited to the following software and hardware:
• Software: Microsoft Windows Microsoft Office Office365 Microsoft Visio Microsoft Project McAfee/EPolicy etc.
• 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.
• Experience in structured cabling network topologies protocols and communications including but not limited to Ethernet and TCP/IP related configurations.
• Experience utilizing skills and knowledge of the following:
• Personal computer hardware including microcomputer based servers and related peripherals; network server and client operating systems
• PC applications database systems electronic messaging systems and communications
• software both network and standalone installations; remote access and telecommunication solutions.
• Experience supporting WiFi technologies. Aruba experience a plus.
• Experience using Ansible Automation a plus
• IP Telephony experience a plus
• Basic AS/400 work management a plus
• Very good verbal and written communications skills in addition to good presentation.

OTHER REQUIREMENTS:

• A valid drivers license and the ability to travel up to 15% of the time may be required.
• Ability to lift move pack unpack and all related physical logistics of equipment supported.

Why MSC
People. Collaboration. Insight. Thats 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.

As one of Americas Best Large Employers (named in 2017 by Forbes magazine) we care about our associates and have programs in place to help our 6000 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 familys health wellbeing 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
All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability protected veteran status sexual orientation or gender identity.