[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 • INFUSE provides B2B demand generation services that identify and engage buying groups using data and intent signals. It was founded in 2012, and is headquartered in Boca Raton, Florida, USA, with a workforce of 1001-5000 employees. Its website is https://infuse.com. Company H1B Sponsorship • INFUSE has a track record of offering H1B sponsorships, with 6 in 2025, 2 in 2024. Please note that this does not guarantee sponsorship for this specific role.