IT Support Specialist - Remote Contract Position

About the Role

INFUSE is seeking an IT Support Specialist to join our team in a fully remote capacity. In this role, you will leverage your strong end-user support skills and proactive mindset to enhance internal tools and processes. As an IT Support Specialist remote, you will not only resolve issues but also contribute to preventing them by improving workflows, automation, and documentation.

What You'll Do

• 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.

Requirements

• 2–3 years of experience in IT support/helpdesk or a 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.
• 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 is a strong advantage.

Nice to Have

• Experience with scripting languages like Bash.
• Familiarity with ITIL frameworks.
• Experience in a multinational/distributed team environment.

What We Offer

• Competitive salary in the range of $60,000 to $80,000 annually.
• Remote work flexibility.
• Paid vacations and sick leaves.
• Reduced work hours on Fridays during summer.
• Work schedule Monday-Friday, shifts from 16:00 – 01:00 EEST, including a 1-hour break.
• Days off on US national holidays.