Senior IT Support Technician

Intapp•Charlotte, NC

3d•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 the Charlotte office. This onsite role provides advanced troubleshooting across Windows, macOS, and mobile platforms, serves as a primary escalation point for complex issues, and partners with Infrastructure and Security teams to deliver effective support. The position also provides technical leadership, coaches junior technicians, and supports reliable business operations. The technician leads advanced configuration and policy design for core platforms, endpoint management, software deployment, compliance, and security baselines. The role also provides technical leadership for conference-room AV, cloud VOIP, and mobile devices; manages end-user computing lifecycle strategy and IT assets; and leads projects involving hardware refreshes, office moves, infrastructure, and AI or automation rollouts. The position is based in Charlotte, requires onsite work with one remote day per week, and may include occasional after-hours or onsite support.

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 and Microsoft 365, including AVD-W365 virtual desktops, and macOS and Apple hardware.
Advanced hands-on endpoint management experience with Intune and Jamf.
Scripting and automation skills using 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 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.
Ability to work onsite in the Charlotte area, with one remote day per week; occasional after-hours or onsite support may be required.

Nice To Haves

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

Responsibilities

Own onsite service coverage, in-person response, and support quality for the Charlotte office, and 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, review their work, 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, and AI/automation rollouts.
Maintain documentation and knowledge-base content.
Partner with InfoSec on security posture.
Provide occasional after-hours or onsite support.