IT Support Specialist

Continental Tool Group - Hy-Tech Machine; Cranberry Township (Butler County); On-site; USD 30,000 - 44,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Vision insurance

Health savings account

Life insurance

Paid time off

Referral program

Flexible spending account

Employee assistance program

Employee discount

Job summary

Continental Tool Group in Cranberry Township, PA seeks an IT Support Specialist II to provide onsite and remote help-desk support across manufacturing and distribution sites. You will deploy and troubleshoot Windows 10/11, manage Microsoft 365, Entra ID, Intune, and assist with device provisioning and security settings.

You will handle user accounts, MFA, and device enrollment while coordinating with vendors and maintaining documentation.

Qualifications

• Three or more years in desktop support/help desk or similar IT role; MSP/multi-site experience welcome.
• Strong troubleshooting for Windows 10/11 and Microsoft 365 apps.
• Experience with Microsoft Entra ID/Active Directory accounts and MFA.
• Experience managing Intune device enrollment and policy deployment.
• Familiarity with IP networking, DNS, DHCP, VPN, and mapped drives.
• Experience with printers, scanners, and mobile devices in office/warehouse settings.
• Experience using ticketing, remote-support, and RMM tools.
• Ability to document issues clearly and follow change control processes.

Responsibilities

• Serve as onsite IT support for Cranberry Township facility and provide remote support to other sites.
• Provide Tier 1 and defined Tier 2 support for desktops, laptops, printers, mobiles, and related equipment.
• Troubleshoot Windows 10/11 OS, profiles, drivers, and peripherals.
• Prepare, deploy, and retire computers using standardized procedures.
• Own tickets, communicate progress, validate resolution, and document steps.
• Support Microsoft 365 apps and administer Microsoft Entra ID as needed.
• Enroll and manage Windows devices via Microsoft Intune and Autopilot workflows.
• Assist with user accounts, licenses, groups, and permissions in a delegated environment.
• Support VPN, remote-access, and network connectivity issues; use Meraki Dashboard for diagnostics.
• Coordinate with MSPs/vendors and maintain asset and deployment records.

Skills

Customer service

Communication

Organization

Prioritization

Documentation

Problem solving

Team collaboration

Travel readiness

After-hours availability

Physical lifting

Education

High school diploma

Associate degree in IT/CS/Cybersecurity

Industry certifications (Microsoft/CompTIA/Cisco)

Tools

Windows 10/11

Microsoft 365

Microsoft Entra ID

Active Directory

Intune

Networking basics (IP/DNS/DHCP/VPN)

Printers/Scanners

RMM/remote-support tools

PowerShell scripting

Autopilot

Cisco Meraki

Endpoint security tools

Infor CloudSuite/SyteLine

SolidWorks/PDM/Sage 50/ACT!

Job description

Requirements

Must have:

• We want three or more years of professional experience in desktop support, help desk, systems support, or a comparable corporate IT role; candidates with at least two years of high-volume MSP or multi-site support experience may also be considered.
• We need strong hands-on expertise with Windows 10 and Windows 11 troubleshooting and deployment.
• We expect professional experience supporting Microsoft 365 applications and routine Microsoft 365 administration.
• We require working knowledge of Microsoft Entra ID or Active Directory accounts, groups, permissions, multifactor authentication, and user lifecycle administration.
• We look for experience supporting Microsoft Intune-managed devices, including enrollment, app deployment, device actions, compliance checks, or troubleshooting.
• We need working knowledge of IP addressing, DNS, DHCP, Wi‑Fi, VPNs, mapped drives, and structured network troubleshooting.
• We expect experience supporting printers, scanners, mobile devices, and common office or warehouse peripherals.
• We require experience using ticketing, remote-support, endpoint-management, monitoring, or RMM tools.
• We need the ability to troubleshoot methodically and distinguish among user, device, network, identity, application, permissions, service, and business-process issues.
• We expect clear technical documentation skills, protection of administrative credentials, adherence to change control, and sound judgment about when to esc.
• We need strong customer service, communication, organization, prioritization, and follow-through skills.
• We require a high school diploma or equivalent.
• An associate degree in information technology, computer science, cybersecurity, or a related discipline is preferred.
• Technical certifications from Microsoft, CompTIA, Cisco, or a similar provider are preferred.
• Experience with a hybrid Active Directory and Microsoft Entra environment is preferred.
• Familiarity with Microsoft Intune app deployment, Windows Autopilot, compliance troubleshooting, or endpoint security settings is preferred.
• Familiarity with Cisco Meraki firewalls, switches, wireless access points, and the Meraki Dashboard is preferred.
• Familiarity with endpoint security or managed detection platforms such as CrowdStrike, Microsoft Defender, Blackpoint, or ThreatLocker is preferred.
• Experience supporting users in a manufacturing, warehouse, distribution, or multi‑location organization is preferred.
• Experience with Infor CloudSuite Industrial/SyteLine or another manufacturing ERP system is preferred.
• Experience supporting SolidWorks/PDM, ESPRIT, Sage 50, ACT!, shipping applications, label printers, barcode scanners, or similar line‑of‑business systems is preferred.
• Basic PowerShell scripting or automation experience is preferred.
• Experience coordinating managed service providers and third‑party technology vendors is preferred.
• We need the ability to move, install, and connect computers, monitors, printers, and related equipment.
• We require the ability to occasionally lift equipment weighing up to approximately 40 pounds.
• We may require occasional travel to another company location.
• We may require occasional after‑hours support for planned maintenance, urgent incidents, or technology projects.

Responsibilities

• We serve as the primary onsite IT support resource for our Cranberry Township facility and provide remote support to employees at other locations.
• We deliver Tier 1 and defined Tier 2 support for desktops, laptops, monitors, docking stations, printers, scanners, label printers, mobile devices, and related equipment.
• We troubleshoot Windows 10 and Windows 11 operating system, profile, hardware, driver, performance, printing, browser, and peripheral issues.
• We prepare, deploy, replace, and retire computers using standardized company procedures.
• We own assigned tickets, communicate progress clearly, confirm resolution, and document troubleshooting steps and outcomes.
• We support Microsoft Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, and other approved Microsoft 365 applications.
• We carry out routine Microsoft 365 and Microsoft Entra ID administration using delegated permissions and approved procedures.
• We create, update, disable, and remove user accounts; assign approved licenses, groups, application access, shared resources, and mailbox permissions.
• We resolve password resets, account lockouts, multifactor authentication issues, sign‑in problems, Outlook profile issues, shared mailbox access, distribution group membership, and common collaboration issues.
• We enroll and support Windows computers and mobile devices through Microsoft Intune.
• We troubleshoot enrollment, application installation, synchronization, compliance status, and stale‑device‑record issues.
• We perform approved device actions such as synchronization, restart, app reinstall, retire, and wipe.
• We verify device assignment, encryption, endpoint protection, update, compliance, and management status before equipment is issued.
• We assist with Autopilot, device refresh, Windows upgrade, and endpoint migration projects under established procedures.
• We troubleshoot standard wired, wireless, DNS, DHCP, VPN, remote‑access, mapped‑drive, and internet‑connectivity issues.
• We use Cisco Meraki Dashboard and other approved tools for low‑risk or read‑only troubleshooting, including client status, event logs, port details, wireless health, and reachability.
• We support VPN clients, remote‑support applications, network printers, warehouse devices, and connected peripherals.
• We install, update, license, and troubleshoot approved business applications, add‑ins, browsers, shipping tools, reporting utilities, and workstation components.
• We provide first‑line support for Adobe Acrobat, HubSpot, FedEx and UPS software, SolidWorks/PDM, ESPRIT, Sage 50, ACT!, and other approved systems.
• We provide first‑line technical support for Infor CloudSuite Industrial/SyteLine, including login, account lockout, approved client or Excel add‑in installation, browser/download, printing, workstation, and connectivity issues.
• We route SyteLine workflow, form, report, data, training, expected‑behavior, and permission‑approval issues to the appropriate Business Process Owner.
• We recognize suspected phishing, malware, unauthorized access, credential compromise, application‑control blocks, and other security concerns.
• We collect initial evidence and follow documented incident escalation procedures.
• We review routine endpoint, RMM, EDR, identity, certificate, domain, patching, and agent‑health alerts using approved runbooks.
• We perform authorized endpoint remediation and confirm agent, encryption, update, and compliance status.
• We complete standardized onboarding, transfer, and offboarding tasks, including accounts, licenses, groups, applications, devices, equipment, session revocation, and documentation.
• We maintain accurate asset, device assignment, warranty, deployment, repair, return, and disposal records.
• We open and manage vendor support cases, provide complete evidence, track actions, and verify resolution.
• We create and maintain support procedures, user instructions, troubleshooting guides, and knowledge‑base articles.
• We identify recurring issues that should be standardized, automated, permanently corrected, or escalated for root‑cause review.
• We recognize when a request exceeds our authorization or technical scope, gather evidence, document business impact, communicate with the user, and coordinate escalation unless the ticket is formally transferred.

Company

We are Continental Tool Group and we are hiring an IT Support Specialist II for an onsite role based in Cranberry Township, Pennsylvania. This is a full‑time, exempt position reporting to our Director of Information Technology, with occasional travel to another company location and possible after‑hours support for maintenance, urgent incidents, or technology projects.

We offer a competitive hourly rate of $22.00 to $32.00 and a benefits package that includes the following:

• 401(k)
• Dental insurance
• An employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

We are an equal opportunity employer and this role is performed in person.