Sr. IT Support Specialist (Fulfillment Operations)

MSC Industrial Direct Co., Inc. Columbus , OH 43216

Posted 3 months ago

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 (US-OH)

Potential Work Location : United States : Ohio : Columbus


The position of Sr. IT 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.


  • Provides tier 2 & 3 level support for the CFC/CC Support Team.

  • Co-leads and/or manages small to medium I.T. Operations based projects including hands-on 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.

  • 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.

  • 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.

  • Keeps all CFC/CC I.T. Operations support system documentation current.

  • Provide 24x7 on-call 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 on-site work performed such as cabling, printer PM's, 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 hands-on 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 MSC's vision and unity of purpose.

  • Participation in special projects and performs additional duties as required.


  • 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.


  • Hands-on 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/E-Policy, 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 micro-computer based servers and related peripherals; network, server, and client operating systems

  • PC applications, database systems, electronic messaging systems, and communications

  • software, both network and stand-alone 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.


  • A valid driver's 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.


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.

As one of America's Best Large Employers (named in 2017 by Forbes magazine), we care about our associates and have programs in place to help our 6,000+ 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

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.

Nearest Major Market: Columbus

Nearest Secondary Market: Dublin

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Sr. IT Support Specialist (Fulfillment Operations)

MSC Industrial Direct Co., Inc.