IT Support Specialist II

Continental Tool Group is seeking an IT Support Specialist II to serve as the primary onsite IT support resource for the Cranberry Township facility and provide remote support to employees across other company locations.

This is a mid-level support position focused on resolving routine end-user issues and defined Tier 2 tasks involving Microsoft 365, Microsoft Entra ID, Microsoft Intune, Windows endpoints, user lifecycle administration, networking, security triage, and business applications.

The employee will be expected to resolve standard issues independently, perform delegated administrative tasks through approved procedures, and retain ownership of tickets through resolution or proper escalation. Complex infrastructure, security-policy, ERP-functional, server, and application-configuration work remains with the Director of IT, business process owners, managed service providers, or specialist vendors.

Primary ResponsibilitiesEnd-User and Desktop Support

• Provide onsite and remote Tier 1 support and defined Tier 2 support for desktops, laptops, monitors, docking stations, printers, scanners, label printers, mobile devices, and related equipment.
• Troubleshoot Windows 10 and Windows 11 operating-system, profile, hardware, driver, performance, printing, browser, and peripheral issues.
• Prepare, deploy, replace, and retire computers using standardized company procedures.
• Take ownership of assigned tickets, communicate status clearly, confirm resolution, and document troubleshooting and final results.

Microsoft 365 and Identity Support

• Support Microsoft Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, and other approved Microsoft 365 applications.
• Perform routine Microsoft 365 and Microsoft Entra ID administration using delegated permissions and approved procedures.
• Create, modify, disable, and remove user accounts; assign approved licenses, groups, application access, shared resources, and mailbox permissions.
• Resolve password resets, account lockouts, multifactor-authentication issues, routine sign-in problems, Outlook profiles, shared-mailbox access, distribution-group membership, and common collaboration issues.
• Escalate tenant-wide policy, mail-flow, retention, compliance, privileged-role, Conditional Access, synchronization-architecture, and cross-tenant issues.

Microsoft Intune and Endpoint Management

• Enroll and support Windows computers and mobile devices using Microsoft Intune.
• Troubleshoot common enrollment, application-installation, synchronization, compliance-status, and stale-device-record issues.
• Perform approved device actions such as synchronization, restart, application reinstall, retire, and wipe.
• Verify device assignment, encryption, endpoint-protection, update, compliance, and management status before issuing equipment.
• Assist with Autopilot, device refresh, Windows upgrade, and endpoint migration projects under established procedures.
• Do not independently create or change tenant-wide configuration profiles, compliance policies, update rings, security baselines, or Autopilot architecture without approval.

Network, VPN, and Remote-Access Support

• Troubleshoot standard wired, wireless, DNS, DHCP, VPN, remote-access, mapped-drive, and internet-connectivity issues.
• Use the Cisco Meraki Dashboard and other approved tools for read-only or low-risk troubleshooting, including client status, event logs, port information, wireless health, and reachability.
• Support VPN clients, remote-support applications, network printers, warehouse devices, and connected peripherals.
• Escalate firewall, VLAN, routing, site-to-site VPN, ISP, network-security, and production configuration changes.

Business Applications and SyteLine Support

• Install, update, license, and troubleshoot approved business applications, add-ins, browsers, shipping tools, reporting utilities, and workstation components.
• Provide first-line support for applications including Adobe Acrobat, HubSpot, FedEx and UPS software, SolidWorks/PDM, ESPRIT, Sage 50, ACT!, and other approved systems.
• For specialist applications, resolve standard installation, access, licensing-client, mapped-drive, workstation, and connectivity issues; gather logs and coordinate vendors for deeper application faults.
• Provide technical first-line support for Infor CloudSuite Industrial/SyteLine, including login, account lockout, approved client or Excel add-in installation, browser/download, printing, workstation, and connectivity problems.
• Route SyteLine workflow, form, report, data, training, expected-behavior, and permissions-approval issues to the appropriate Business Process Owner.
• Escalate ERP configuration, production data, financial or manufacturing logic, database, integration, server access, and vendor-managed changes.

Security and Monitoring Support

• Recognize suspected phishing, malware, unauthorized access, credential compromise, application-control blocks, and other security concerns.
• Perform initial evidence gathering and follow documented incident-escalation procedures.
• Review routine endpoint, RMM, EDR, identity, certificate, domain, patching, and agent-health alerts using approved runbooks.
• Perform authorized endpoint remediation and confirm agent, encryption, update, and compliance status.
• Never disable or remove security controls, create exclusions, approve blocked software, change security policy, or perform incident-response actions without documented authorization.

User Lifecycle, Assets, Vendors, and Documentation

• Complete standardized onboarding, transfer, and offboarding tasks, including accounts, licenses, groups, applications, devices, equipment, session revocation, and documentation.
• Maintain accurate asset, device-assignment, warranty, deployment, repair, return, and disposal records.
• Open and manage vendor support cases, provide complete evidence, track actions, and verify successful resolution.
• Create and maintain support procedures, user instructions, troubleshooting guides, and knowledge-base articles.
• Identify recurring issues that should be standardized, automated, corrected permanently, or escalated for root-cause review.

Escalation Expectations

The IT Support Specialist II is expected to recognize when a request exceeds the role’s authorization or technical scope. The employee remains responsible for gathering evidence, documenting business impact, communicating with the user, and coordinating the escalation unless the ticket is formally transferred.

• Security incidents, suspected compromise, forensic investigation, containment strategy, policy changes, exclusions, and removal or bypass of security controls.
• Conditional Access, privileged roles, tenant-wide Microsoft 365 settings, mail-flow architecture, retention, compliance, and cross-tenant changes.
• Server, storage, backup, certificate, DNS, directory-synchronization architecture, SQL, and infrastructure changes.
• Firewall, VLAN, routing, site-to-site VPN, ISP, and production network changes.
• SyteLine functional process, data, report, form, workflow, permissions approval, configuration, integration, database, and production changes.
• Application server, database, license-server, PDM/vault, web-hosting, and vendor-specific product configuration.

• Three or more years of professional experience in desktop support, help-desk support, systems support, or a similar corporate IT role. Candidates with two or more years of high-volume MSP or multi-site support experience may be considered based on demonstrated ability.
• Strong working knowledge of Windows 10 and Windows 11 endpoint troubleshooting and deployment.
• Professional experience supporting Microsoft 365 applications and routine Microsoft 365 administration.
• Working knowledge of Microsoft Entra ID or Active Directory accounts, groups, permissions, multifactor authentication, and user lifecycle administration.
• Experience supporting Microsoft Intune-managed devices, including enrollment, application deployment, device actions, compliance-status checks, or troubleshooting.
• Working knowledge of IP addressing, DNS, DHCP, Wi-Fi, VPNs, mapped drives, and structured network troubleshooting.
• Experience supporting printers, scanners, mobile devices, and common office or warehouse peripherals.
• Experience using ticketing, remote-support, endpoint-management, monitoring, or RMM tools.
• Ability to troubleshoot methodically and distinguish between user, device, network, identity, application, permissions, service, and business-process issues.
• Ability to document technical work clearly, protect administrative credentials, follow change control, and recognize when escalation is required.
• Strong customer-service, communication, organization, prioritization, and follow-through skills.
• High school diploma or equivalent.

Preferred Qualifications

• Associate degree in information technology, computer science, cybersecurity, or a related field.
• Microsoft, CompTIA, Cisco, or another relevant technical certification.