IT Support Lead

INFINITY GLOBAL; Danville (VA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Infinity Global seeks an IT Technical Support Lead to deliver hands-on support for employees and operations. You will be the primary contact for IT incidents and service requests with responsibility for the Danville corporate office, main distribution center, Greensboro, NC, and remote support for other locations.

The role covers end-user support, device imaging, Microsoft 365 services, and infrastructure coordination, with strong security and access-management focus.

Qualifications

• Two or more years in help desk or desktop support.
• Proficient with Windows 11 and macOS.
• Experience with Microsoft 365 apps.
• Familiar with ticketing systems and remote support tools.
• Strong AD/Entra ID and MFA expertise.
• Excellent written and verbal communication.
• Ability to work onsite in Danville and Greensboro.

Responsibilities

• Serve as first point of contact for incidents and requests.
• Monitor the service desk queue and close tickets per expectations.
• Troubleshoot hardware, software, accounts, printing, and connectivity issues.
• Maintain ownership and communicate until resolved or escalated.
• Assist with endpoint management, deployment, and security procedures.
• Support devices in office and distribution center environments.
• Coordinate onboarding, transfers, and offboarding tasks.
• Provide after-hours support as needed and document steps taken.

Skills

Help desk

Windows 11

macOS

Microsoft 365

Active Directory / Entra ID

MFA & security

Ticketing systems

Remote support

Networking basics

Communication

Education

Associate's or Bachelor's in IT

Tools

Intune

Entra ID

Azure

AWS

Job description

The IT Technical Support Lead provides responsive, hands-on technology support to Infinity Global employees and operations. The position is a primary point of contact for IT operations incidents and service requests, with particular responsibility for the corporate office and main distribution center in Danville, VA, Greensboro, NC, as well as remote support for employees in other locations.

Scope of Responsibility

End User Support and Service Management

• Serve as a first point of contact for technology incidents, questions, and service requests from onsite and remote employees.
• Monitor the service desk queue; accurately record, categorize, prioritize, update, and close tickets in accordance with service expectations.
• Troubleshoot and resolve hardware, software, account, access, printing, connectivity, and peripheral issues using in-person and remote-support tools.
• Maintain ownership and communicate clearly with users until an issue is resolved, a workaround is established, or the issue is transferred to the appropriate internal team or service provider.
• Recognize business-critical issues, security events, recurring failures, and broader outages; gather relevant diagnostic information and escape promptly.

Endpoint and Workplace Technology

• Configure, image, deploy, replace, recover, and retire Windows and macOS computers in accordance with company standards.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office desktop applications.
• Support desktops, laptops, monitors, docking stations, mobile devices, printers, label printers, scanners, RF guns, conference room equipment, and other peripherals used in office and distribution center operations.
• Assist with endpoint management, software deployment, patching, antivirus/endpoint protection, encryption, and device compliance under established IT procedures.
• Maintain clean, safe, and functional work areas, equipment rooms, and technology storage locations.

User Lifecycle and Access Support

• Execute approved onboarding, transfer, and offboarding tasks, including equipment preparation, account setup, license assignment, access changes, equipment recovery, and checklist completion.
• Provide basic administration and support for user accounts, passwords, multi-factor authentication, security groups, distribution lists, and Microsoft 365 services within assigned authority.
• Follow documented approvals and identity and access management procedures; escape exceptions rather than bypassing controls.

Infrastructure and Operational Support

• Perform first-level diagnosis of wired and wireless network, voice, conferencing, cabling, and local connectivity issues; escape with clear documentation when advanced support is required.
• Provide hands-on assistance to other IT infrastructure staff, IT application teams, outside service providers, and equipment vendors working remotely or onsite.
• Assist with equipment moves, installations, technology refreshes, office or warehouse changes, and other infrastructure and business technology projects.
• Participate in planned maintenance and respond to urgent operational issues outside normal business hours when reasonably required.
• Support Microsoft Entra, Azure and Amazon AWS environment

Asset Management, Documentation, and Improvement

• Maintain accurate inventory and lifecycle records for computers, mobile devices, peripherals, software, warranties, and distribution center technology.
• Document troubleshooting steps, resolutions, known errors, installation procedures, user instructions, and recurring issues in the service management and knowledge systems.
• Identify patterns and recommend practical improvements that reduce incidents, simplify support, strengthen controls, or improve the employee experience.

Security and Compliance

• Reinforce company security practices, including multi-factor authentication, appropriate data handling, secure equipment use, and timely installation of required updates.
• Recognize and promptly escape suspected phishing, malware, unauthorized access, lost devices, data exposure, or other security concerns.
• Handle alerts related to endpoint security, data loss prevention and SIEM

Required Qualifications

• Two or more years of experience in a help desk, desktop support, field support, or similar end user technology role; relevant education or certifications may substitute for a portion of the experience.
• Working knowledge of Windows 11 and macOS, including installation, configuration, user profiles, permissions, updates, and common troubleshooting methods.
• Practical experience supporting Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and standard productivity applications.
• Experience with ticketing systems, remote support tools, device imaging or provisioning, and endpoint or mobile device management platforms.
• Strong working knowledge of Active Directory and/or Microsoft Entra ID, user and group administration, multi-factor authentication, and access control practices.
• Strong hardware and peripheral troubleshooting skills, including computers, monitors, docking stations, printers, scanners, and mobile or warehouse devices.
• Understanding of basic networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, and wired connectivity.
• Strong written and verbal communication, customer service, organization, and time-management skills.
• Ability to prioritize competing requests, follow documented procedures, protect confidential information, and escape issues appropriately.
• Ability to work onsite in Danville, Greensboro and travel locally as needed.

Preferred Qualifications

• Associate's or bachelor's degree in information technology or a related field, or an equivalent combination of education and experience.
• CompTIA A+, Network+, ITIL Foundation, Microsoft, Apple, or comparable technical certification.
• Experience supporting a distribution center, warehouse, manufacturing, or other operational environment where technology availability directly affects business throughput.
• Experience with Microsoft Intune or a comparable endpoint management platform, Microsoft Entra ID, asset management tools, and knowledgebase administration.
• Experience supporting RF scanners, label printers, warehouse workstations, or conference room audiovisual technology.
• Microsoft Azure and Amazon AWS certification or experience is an added advantage

CORE competencies

• Customer-focused and respectful; treats each support interaction as an opportunity to make work easier and restore productivity.
• Takes ownership, follows through on commitments, and keeps users and teammates informed.
• Uses disciplined troubleshooting and sound judgment rather than trial-and-error changes that create additional risk.
• Communicates technical information clearly to both technical and non-technical audiences.
• Organized and detail oriented, with strong ticket, asset, checklist, and documentation discipline.
• Calm and effective under pressure; able to balance urgent operational issues with normal service demand.
• Security-minded and trustworthy with systems, devices, credentials, and confidential information.
• Collaborative, humble, adaptable, intellectually curious, and willing to learn new technologies and business processes.

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