BUILD A BETTER CAREER WITH MSC 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.

Requisition ID : 18234

Employment Type : Full Time

Job Category : Digital / IT

Job Grade : Exempt 12

Work Location : Montreal, Quebec (Kar)

BRIEF POSITION SUMMARY: This position provides operational support for all Desktop/Laptop and all End-User devices, including PC/Mobility/End-Use devices.

DUTIES And RESPONSIBILITIES

• 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.
• 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.
• Maintains all servers in house and cloud based to ensure proper functionality.
• Manages daily/weekly and monthly backups on premise and in the cloud.
• Works with outside vendors (Tecsys, Order Express, and 3CX) to ensure business, shipping and VoIP based phones are working.
• Responsible for network monitoring.
• Maintains help desk ticketing system to ensure end user issues are tracked and addressed in a timely manner.

DUTIES And RESPONSIBILITIES (Cont’d)

• Works closely with the IT Service Desk to ensure the team is ready to offer second and third level technical support.
• Leads PC Support related projects utilizing internal and external resources as required.
• 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.
• Understanding of ERP systems and how they integrate with the day-to-day business operations.
• 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.
• INDICATES ESSENTIAL DUTIES

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EDUCATION And EXPERIENCE

• Associate Degree in Computer Science, or IT-related coursework; equivalent experience may be considered in lieu of degree.
• 1 year of IT experience in handling Security
• Streamlining ERP System experience will be an asset
• Experience using PowerShell, Bash and Python scripts.
• Experience with PRTG is preferred.
• Experience in using Ticket based system to handle support mails.

Skills

• Strong analytical skills with exceptionally good judgment and ability to rapidly adapt to unfamiliar and changing situations/events
• 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.

SKILLS (Cont’d)

• 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

• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).

Compensation starting at $53000 - $80000 depending on 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.

Why MSC? 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. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.

When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and DisABLEd 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: At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law. By applying to this job you agree to the Application and Acknowledgment Declaration terms. Click HERE to review.