On site in Atlanta, this IT support specialist role keeps the Customer Fulfillment Center and Call Center running smoothly by delivering hands-on hardware and software support. The position covers installation, configuration, troubleshooting, and end-user training, with 24x7 on-call coverage to address planned and unplanned needs.
Responsibilities
- Setup, installation, configuration, troubleshooting, and support for PC/LAN software, hardware and peripherals, AS/400 terminal emulators, Avaya IP phones, MFP devices, telecom equipment, warehouse automation systems, and call center software and management tools.
- Provide 1st and 2nd level end-user and systems support.
- Maintain internal and external customer satisfaction and implement initiatives to improve it as needed.
- Keep CFC/Call Center system documentation current.
- Provide 24x7 on-call support for planned or unplanned system and project activities across CFC / Call Center and CSC projects.
- Adhere to change control procedures and standards of naming, documentation, and security.
- Support warehouse automation systems and call center automation systems in an Ethernet environment with IBM AS/400, Windows/Linux servers, and RF barcode scanning.
- Coordinate end-user guidance and training on Windows, Office, email, file storage, desktops/laptops, printers, peripherals, and AS/400 access.
- Understand MFP systems operation and troubleshooting.
- Manage physical backup media rotation for MSDS (AS/400) and Windows servers.
- Coordinate local infrastructure cabling including fiber, CAT5, CAT6E, and IDF/MDF maintenance; coordinate on-site vendor work for cabling and printer PMs.
- Collaborate with Facilities on support and maintenance of conveyor systems including FORTNA, Ethernet I/O module controls, and in-line scanners.
- Communicate IS-related issues between CFC/Call Center management and the CSC IS team.
- Work with departments to ensure efficient use of IS resources and provide hands-on support and training across the CFC and Call Center.
- Serve as a resource in IS operational projects and maintain information confidentiality.
- Provide daily status updates to the IS Operations Group supervisor in the defined format and pursue ongoing skills development relevant to the role.
- Support new technologies and systems as the business evolves and participate in special projects as required.
Requirements
Education: Associate's degree; Minimum experience: 2 years.
- Hands-on experience installing, configuring, and troubleshooting DOS/Windows clients in a PC/LAN environment, including DOS, Microsoft Windows, Microsoft Office, Microsoft 365, Microsoft Visio, Microsoft Project, McAfee/E-Policy, and MSDS applications; hardware experience with desktops, laptops, laser printers, document scanners, wireless equipment, switches, and Windows servers for file, print, email, Call Center reporting, and VTC equipment.
- AS/400 Operator or equivalent experience, including device creation/connection/troubleshooting, communication line setup, and command control across varying on/off devices.
- Experience in structured cabling, network topologies, and protocols including Ethernet, 10/100/1000Base-T, and TCP/IP.
- Experience with Radio Frequency systems is a plus.
- Experience with basic Automatic Call Distribution concepts.
Technologies
- IBM AS/400, AS/400 terminal emulators, Avaya IP phones, MFPs, Call Center management software, Microsoft Windows, Microsoft Office, Microsoft 365, Microsoft Visio, Microsoft Project, McAfee/E-Policy, MSDS applications, Linux
- Windows/Linux LAN server environments, Cisco switches, HP Windows servers, ArcServe backup software, RF barcode scanning systems, FORTNA conveyor systems, Ethernet I/O module controls, PCLAN Windows technologies, Wireless 802.11G equipment, IDF/MDF cabling, fiber, CAT5, CAT6E
Benefits
- Dynamic healthcare plans
- Generous 401(k) and stock purchasing programs
- Tuition reimbursement opportunities
- Paid time away for holidays, vacations, and illness
Salary
USD 50,500 - 70,332 per year
Requisition ID
20861
Employment Type
Full Time
Job Category
Digital/IT
Work Location
Atlanta, GA (Whse)
Brief Position Summary
This position provides day-to-day support to the Customer Fulfillment Center and Call Center on hardware and software, including installation and setup, configuration, troubleshooting, and training.
Why MSC?
MSC emphasizes people, collaboration, and insight to help customers improve productivity and growth through inventory management and supply chain solutions, backed by more than 80 years of experience across diverse industries.
Our Commitment to You
MSC places associates at the forefront, offering competitive pay and a comprehensive benefits program designed to support health, well-being, and financial security. The company also promotes inclusion through Associate Inclusion Circles that foster awareness, collaboration, and respect.
Equal Employment Opportunity Statement
MSC is committed to a respectful workplace with equal opportunities for all qualified applicants and associates, regardless of race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, or any other protected category. Accommodation requests are welcome at any stage of the process.
Other Requirements
- Ability to lift, move, pack, unpack, and manage related equipment logistics
- Valid driver's license and up to 5% travel may be required
- This role may require access to ITAR or Controlled Unclassified Information
