Senior IT Support Technician

Intapp•Charlotte, NC

1d•Hybrid

About The Position

The Senior IT Support Technician is the technical anchor of Intapp’s IT Services team and owns the onsite IT service experience for its Charlotte, North Carolina office. This onsite role serves as the senior escalation point for complex hardware, software, and network issues across Windows, macOS, and mobile platforms, while partnering with Infrastructure and Security teams to resolve issues effectively. The role includes one remote day per week. The technician provides advanced endpoint and platform administration, supports conference-room technology and mobile devices, and leads software deployments, endpoint compliance, and security baselines. They also work as a hands-on technical lead in the support queue, mentor junior technicians, and champion AI-enabled support tools and automation. The role leads IT projects such as hardware refreshes, office moves, asset-management initiatives, and infrastructure or AI/automation rollouts. It maintains documentation and knowledge-base content, partners with InfoSec on security posture, and may require occasional after-hours or onsite support. The position requires the physical ability to lift 50 pounds for hardware setups.

Requirements

At least 6 years of hands-on IT support experience, with demonstrated ownership of complex, escalated, or ambiguous technical issues.
Deep technical skills across Windows/Microsoft 365, including AVD-W365 virtual desktops, and macOS/Apple hardware.
Advanced hands-on endpoint management experience with Intune and Jamf.
Scripting and automation skills with PowerShell and Bash.
Strong AI fluency, including using and teaching tools such as Copilot and AI-driven ticket triage.
Familiarity with VOIP, SASE/Cato, and AV/UC room systems.
Solid security fundamentals, including compliance, patching, and access control, and comfort partnering with InfoSec.
Ability to mentor junior technicians, review their work, and operate independently with sound judgment.
Strong communication and documentation skills, and a collaborative, cross-timezone mindset.
Physical capability to lift 50 pounds for hardware setups.

Nice To Haves

Bachelor’s degree in Management Information Systems, Computer Science, or a related field; equivalent practical experience will also be considered.
Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator certification.
Jamf Certified Associate certification.
ITIL Foundation certification.

Responsibilities

Own the onsite IT service experience for the Charlotte office, including coverage, in-person response, and support quality.
Serve as the senior escalation point for complex hardware, software, and network issues across Windows, macOS, and mobile platforms.
Mentor and coach Tier 1 and Tier 2 technicians, triage escalations, and act as a working technical lead in the support queue to help meet or exceed SLAs.
Pilot and champion AI-enabled support tools, AI ticket triage and routing, knowledge-base improvements, and scripted automation; train the team as tools are adopted.
Own advanced configuration and policy design for Microsoft 365/Copilot, Intune/Jamf, JIRA, and Cato SASE.
Lead software deployment, endpoint compliance, and security baselines across Windows, macOS, iOS, and Android.
Serve as technical lead for Zoom Rooms and Microsoft Teams Rooms conference-room AV, cloud VOIP, and the mobile device fleet.
Own end-user computing lifecycle strategy and maintain accurate IT asset and inventory management.
Lead IT projects, including hardware refreshes, asset management, office moves, infrastructure projects, and AI/automation rollouts.
Maintain IT documentation and knowledge-base content.
Partner with InfoSec on security posture.
Provide occasional after-hours or onsite support.