Support Jobs in Fernley, NV

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Specialist, IT Support CFC/CC

MSC Industrial Supply Co. Fernley, NV

Fernley, NV

Today

$51k - $69k/yr Full time Application Support Contact Center Customer Support

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Job Description

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

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