IT Support Lead

Infinity Global, Inc.; Danville (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Infinity Global, Inc. is seeking an IT Technical Support Lead to provide responsive, hands-on technology support to employees and operations in Danville, VA, Greensboro, NC, and remote locations.

The role emphasizes timely incident response and effective service-request management. You will act as the primary IT operations contact for the corporate office and main distribution center, overseeing end-user support, ticket handling, and issue resolution across multiple sites with a focus on

Responsibilities

• 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,

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,