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[Remote] IT Support Specialist (Remote, Contract)
Note: The job is a remote job and is open to candidates in USA. Infuse is looking for an IT Support Specialist who combines strong end-user support skills with a proactive mindset. In this remote role, you will deliver high-quality support to end users, troubleshoot various operating systems and applications, and improve internal tools and processes.
Responsibilities
- Deliver high-quality remote support to end users with a strong focus on clarity, empathy, and ownership
- Own the full ticket lifecycle: log, categorize, prioritize, resolve, escalate, and follow through to closure with strong user communication
- Troubleshoot issues across Windows 10/11, macOS, Microsoft 365, and Google Workspace, applying structured, hypothesis-driven problem solving
- Support identity and access operations in Microsoft Entra ID (Azure AD) (users, groups, access issues, MFA-related support as applicable)
- Provide remote assistance using industry standard tools
- Handle onboarding/offboarding and access provisioning: account setup/deprovisioning, permissions, standard access packages, and user readiness
- Maintain and continuously improve internal documentation and knowledge base articles (clear, reusable, and kept current)
- Drive continuous improvement and automation
Skills
- 2–3 years experience in IT support/helpdesk or similar user-facing IT role (remote support strongly preferred)
- Strong troubleshooting experience in Windows 10/11 and macOS business environments
- Hands-on support experience with both Microsoft 365 and Google Workspace (we actively use both)
- Hands-on experience with Microsoft Entra ID (Azure AD)
- Basic understanding of networking fundamentals (TCP/IP basics, DNS, DHCP, VPN, Wi‑Fi)
- Familiarity with IT service management concepts (ITIL awareness is a plus)
- Experience with MDM solutions is a plus
- Ability to build/improve workflows via scripting or automation
Benefits
- Days-off on US national holidays.
- Paid vacations and sick-leaves.
- Reduced Fridays during summer.
Company Overview
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