Position Description Job Title:

Infrastructure Support Specialist (ISS)

Reports To:

Manager, IT FLSA Status:

Exempt Location:

Corporate Office Summary:

The Infrastructure Support Specialist (ISS) will assist with Fortis' Infrastructure (network, workstations, servers, databases, firewall, printers, VPN, wireless access points, etc.), escalations from the support team, and helping IT management with special projects. This position is responsible for a higher level of support of systems, networks, and other infrastructure. The ISS and will assist other technical staff members in resolving issues or developing technical solutions and to effectively research and design technical solutions for customer opportunities. This position will be focused mainly on support and implementation of key applications, services, and networking components such as Cisco Meraki, M365, and Microsoft Windows.

Essential Duties and Responsibilities:

Install hardware including setup and troubleshooting, along with server builds, configuration, remote management and support applications associated with the Microsoft/SQL/VMware/web hosted applications environment. Act as technical/project lead for key IT projects as assigned by IT Management. Windows client operating system installation, deployment maintenance, and support Microsoft 365 administration, including Microsoft Entra ID (Conditional Access, dynamic group-based licensing), Microsoft Intune (compliance and configuration policies, Autopilot, co-management), and Exchange Online. Automate administrative tasks using PowerShell (Microsoft Graph, Entra ID, Exchange Online): including bulk operations, reporting, and remediation scripts. Resolves escalated support and infrastructure issues as assigned, facilitating knowledge share with exemplary documentation on implemented resolutions. Prepare and present reports on usage and system health Respond to support calls in an on-call rotation. Provide input to the Manager of IT when needed regarding best practices pertaining to escalated workload and timeframes for resolution. Closely follow SOPs written by IT Technicians, providing feedback and constructive dialog when necessary. Ensure all IT Infrastructure assets are hardened, patched, secured, configured, maintained, and services are available per SLAs. Monitor and respond to security alerts, and coordinate with IT security software providers or consultants as necessary. Must conduct self in an ethical, legal, professional and responsible manner at all times Must adhere to the policies, principles and guidance within the Employee Handbook and Code of Business Conduct Attends all mandatory meetings, trainings and assignments as delegated Performs other duties assigned.

Education/Experience:

High School or equivalent GED (4-year degree preferred) Industry Certifications, including: Microsoft (e.g., MS-102, AZ-104, or an endpoint/Intune certification), Cisco CCNA or equivalent (Preferred) Strong understanding of HIPAA, NIST, or other security standards (Preferred). Ability to configure, maintain, and install all L2/L3 Enterprise network devices Knowledge of VMware, Backup solutions, and storage Solid understanding of Microsoft 365, Microsoft Entra ID, and Azure. Proficiency with PowerShell for administration and automation across Microsoft 365, Entra ID, and Exchange Online. Configure, maintain, and install Digital/VoIP phone systems Network Design and consulting for internal and customer networks Knowledge of Enterprise Wireless solutions Hands-on experience with printers, computers, monitors, laptops, peripherals Strong knowledge of Microsoft products Strong troubleshooting skills Strong understanding of TCP/IP network concepts and network troubleshooting

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essentials functions. The noise level in the work environment is usually moderate. The workplace is in a corporate environment and the temperature in the work environment is usually moderate. Must have visual, auditory, and speaking skills sufficient to evaluate, diagnose, communicate, and monitor patient needs, and to maintain accurate records, recognize people, and provide and understand written, verbal, and gestural communications. 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