Specialist, IT Support CFC/CC

Provide hands-on IT support for MSC’s Customer Fulfillment Center (CFC) and Call Center (CC) with 1st/2nd level troubleshooting, system documentation, and 24x7 on-call coverage.

Responsibilities

• Handle setup, installation, configuration, troubleshooting, and day-to-day support for PC/LAN software, hardware, and peripherals
• Support AS/400 terminals emulators and related connectivity
• Maintain and troubleshoot Avaya IP phones and MFP machines
• Support miscellaneous telecom equipment
• Provide 1st and 2nd level end user and systems support for CFC and Call Center environments
• Support Call Center applications and Call Center management software
• Support Call Center automation systems including voice mail and telephony systems in an Ethernet environment using IBM AS/400 and PCLAN Windows technologies
• Support warehouse automation systems including picking, manifesting, and shipping systems in an Ethernet environment using IBM AS/400, LAN server technologies (Windows, Linux), and Radio Frequency barcode scanning systems
• Deliver end-user guidance and training on Microsoft Windows, Microsoft Office, e-mail, file storage, desktops, laptops, printers, peripherals, and AS/400 systems and access
• Apply operational change control procedures for IS systems
• Follow standards for naming, documentation, and security
• Keep CFC and Call Center system documentation current
• Provide 24x7 on-call support for planned and unplanned systems support and/or project support for CFC/Call Center activities and CSC IS projects
• Maintain confidentiality of necessary information
• Provide daily status updates to the Supervisor of the I.S. Operations Group in the required format
• Coordinate vendors for on-site work such as cabling and printer preventative maintenance
• Work with the Facilities team on conveyor system support and maintenance, including FORTNA, Ethernet I/O module controls, and in-line scanner programming and support
• Coordinate communications between CFC/Call Center management and the CSC IS team for I.S. issues and concerns
• Contribute input to IS operational projects and support special projects as needed
• Support efforts to improve internal and external customer satisfaction
• Foster the MSC Culture across the department and company to support MSC’s vision and unity of purpose
• Stay current on skill development for the role and career path needs
• Support new technology, systems, and networks as required by the business

Requirements

• Associate’s degree or the equivalent of 2 years in an IT Support role
• Minimum 2 years experience supporting Microsoft 365, Cisco switches, H.P. Windows Servers, and ArcServe backup software
• 1 year hands-on experience installing, configuring, and troubleshooting DOS/Windows clients in a PC/LAN environment, including:
  • 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, and Windows network servers (file, print, e-mail, Call Center reporting, and Presentation VTC equipment)
• 1 year experience as an AS/400 Operator or equivalent, including:
  • System device creation, connection, and troubleshooting
  • Communication line setup and troubleshooting
  • Commands and control of “varying” on and off devices, including starting and ending writers
• 1 year experience with structured cabling, network topologies, protocols, and communications including Ethernet, 10/100/1000Base-T, and TCP/IP
• 1 year experience with Radio Frequency systems (a plus)
• 1 year experience with basic ACD concepts
• Ability to lift, move, pack, unpack, and handle physical logistics of supported equipment
• Valid driver’s license; travel up to 5% of the time may be required
• May require access to ITAR information and/or CUI
• Onsite role scheduled Monday through Friday from 12:00 PM to 9:00 PM EST
• Applicants must be currently authorized to work in the United States; the company is unable to sponsor or take over sponsorship of an employment Visa

Technologies

• AS/400 terminals emulators
• Avaya IP phones
• MFP machines
• Warehouse automation systems
• Call Center applications and Call Center management software
• Microsoft Windows, Microsoft Office, E-mail, file storage
• IBM AS/400 and LAN server technologies (Windows, Linux)
• Radio Frequency barcode scanning systems and Radio Frequency systems
• Voice mail and telephony systems
• PCLAN Windows technologies
• MSDS (AS/400) and MSDS applications
• Windows servers
• Fiber, CAT5, CAT6E, IDF/MDF
• FORTNA
• Ethernet I/O module controls and in-line scanners
• Microsoft 365
• Cisco switches
• H.P. Windows Servers
• ArcServe backup software
• DOS
• Microsoft Visio and Microsoft Project
• McAfee/E-Policy
• Laserjet printers and document scanners
• Wireless 802.11G equipment (access points, RF guns)
• Switch
• Windows network servers for file, print, e-mail, Call Center reporting, and Presentation VTC equipment
• ACD concepts

Benefits

• Dynamic healthcare plans
• Generous 401K and stock purchasing programs
• Tuition reimbursement opportunities
• Paid time away for holidays, vacations, and illness