Specialist, PC Support II

This position provides operational support for all Desktop/Laptop and all End-User devices, including PC/Mobility/End-Use devices., + Provides efficient day-to-day operational support for all Desktop/Laptop and all End-User Devices throughout the company.

• Provides 7x24 support for all PC/Mobility/End-Use Devices, including off-hours support for critical issues.

• Ensures internal and external customer satisfaction at all times.

• Identifies and implements improvements to enhance customer satisfaction on a continual basis.

• Develops and performs hands-on advanced (2nd and 3rd level) troubleshooting and repair procedures for hardware, software, and related End-User devices and peripherals as needed.

• Performs software installations on all desktops/laptops, and End-User devices.

• Performs software distribution and patch management/distribution tasks as required.

• Documents all support work on a timely basis, within the guidelines of the PC Support Team and the Service Desk System processes.

• Adheres to all standards for desktoplaptop and end-user devices and software platforms utilized on the MSC Network.

• Adheres to all defined standards for naming, documentation, and security with regards to our distributed systems, network, and other related systems.

• Works closely with the Distributed Computing Systems Team to support all Citrix Clients and Servers.

• Creates PC Support related documentation as required.

• Performs appropriate change control procedures with regards to all PC Support systems.

• Participates in the process for purchasing, evaluating, and tracking of PC hardware, software, and other End-User Devices and peripherals.

DUTIES and RESPONSIBILITIES

• Works closely with the IS Service Desk to ensure the team is ready to offer second and third level technical support.

• Produces and presents weekly status reports to I.T. Management.

• Leads PC Support related projects utilizing internal and external resources as required.

• Assists in developing and tracking all PC Support related project budgets as required. Participates in the adherence to these budgets and takes corrective action as necessary.

• Consults with MSC departments, associates, and business partners to ensure understanding of the PC Support Groups business impact on each.

• Maintains leading-edge knowledge of PC, Android/iOS mobile devices, End-User devices and peripherals related technologies and their potential applications to MSC’s business strategy to ensure we make the right decisions through time to maximize MSC’s systems investment.

• Ensures the confidentiality of sensitive information.

• 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.

• Associates Degree in Computer Science or equivalent experience is required.

• Minimum of 3 years experience demonstrated skills and in-depth knowledge of the following: PC Desktop and Laptops, Mobile Devices, peripherals, and client / server technology required.

• Hands on experience with Windows 10, O365, Active Directory, and VPN required.

• Certifications such as A+, MCSE or ITIL are preferred

• Experience with Citrix/Netscaler is required.

• Macintosh Experience will be viewed favorably.

SKILLS:

• Minimum of 3 years experience in a tier 2 technical support position providing break/fix and desktop support services required.

• Solid understanding of Active Directory and Group Policies.

• Solid knowledge of building and maintaining corporate desktop/laptop images required.

• Solid understanding of Windows registry and edits required.

• Working knowledge of Server Backup and tape inventory using products such as Arcserve.

• Working knowledge of McAfee ePolicy Orchestrator or similar product is a plus.

• Working knowledge of Android, IOS configuration required.

• Working knowledge of VMware virtualization is a plus.

• Solid understanding of Terminal Services and thin client computing required.

• Solid understanding of VPN, dual factor authentication, remote access, wireless routers, mobile devices and firewalls required.

• Understanding of Internet technologies, including encryption, SSL, Browsers, firewalls, and proxies required.

• Hands-on experience supporting Windows 10, Microsoft O365, and Adobe products required.

• Hands-on experience with Software Distribution Tools such as Managesoft, Big Fix or Alteris required.

• Solid understanding of TCP/IP, DNS, WINS, DHCP and Windows networking fundamentals required.

• Must have the ability to engage and work effectively with vendor resources and internal resources.

• Must have excellent customer service skills related to providing desktop support.

• Solid verbal and written communication and documentation skills required.

OTHER REQUIREMENTS:

• A valid driver’s license and the ability to travel up to 5% of the time may be required., Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

Compensation starting at $65,660 - $83,589 depending on candidate location and experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change., Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family’s health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits. (https://jobs.mscdirect.com/content/Benefits/?locale=en_US)

You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates., 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 80+ 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. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.