Senior IT Support Technician

Senior IT Support Technician

Charlotte, NC (Onsite)

Overview

The Senior IT Support Technician serves as the technical anchor of the IT Services team, providing advanced troubleshooting, guiding junior technicians, and ensuring reliable support for business operations. Based onsite in our Charlotte, NC office, this role owns the local IT service experience, serves as a primary escalation point for complex issues, and partners with Infrastructure and Security teams to deliver timely, effective resolutions.

What You Will Do

• Own the onsite service experience for the Charlotte office, coverage, in-person response, and support quality while serving as the senior escalation point for complex hardware, software, and network issues across Windows, macOS, and mobile platforms.

• Mentor and coach Tier 1 and 2 technicians, triage incoming escalations, and act as a working technical lead within the queue to help the team meet or exceed SLAs.

• Champion and pilot AI-enabled support tools (Claude, Copilot), AI ticket triage/routing, knowledge-base and build scripted automation to speed resolution and cut manual and repetitive work(toil) , training the team as new tools are adopted.

• Own advanced configuration and policy design for core platforms (Microsoft 365/Copilot, Intune/Jamf, JIRA, Cato SASE) and 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, and own end-user computing lifecycle strategy plus accurate IT asset and inventory management.

• Lead IT projects (hardware refreshes, asset management, office moves, infrastructure and AI/automation rollouts), maintain documentation and knowledge-base content, partner with InfoSec on security posture, and provide occasional after-hours or onsite support.

What You Will Need

• Onsite Charlotte-area role (one remote day/week) requiring 6+ years of hands-on IT support experience with demonstrated ownership of complex, escalated, or ambiguous technical issues; a Bachelor's degree in Management Information Systems, Computer Science, or a related field is preferred, though equivalent practical experience will also be considered.

• Deep technical skills across Windows/M365 (incl. AVD-W365 Virtual desktops) and macOS/Apple hardware, plus hands-on advanced-level endpoint management (Intune, Jamf) and scripting/automation (PowerShell/Bash).

• Strong AI fluency, using and teaching tools like Copilot and AI-driven ticket triage - alongside familiarity with VOIP, SASE/Cato, and AV/UC room systems.

• Solid security fundamentals (compliance, patching, access control) and comfort partnering with InfoSec.

• Mentoring junior techs, reviewing their work, and operating independently with strong judgment.

• Strong communication and documentation skills, a collaborative/cross-timezone mindset, and physical capability to lift 50 lbs for hardware setups.

• Advanced certifications are strongly preferred: Microsoft Certified: Modern Desktop Administrator Associate / Endpoint Administrator, Jamf Certified Associate, or ITIL Foundation.

What you will gain

At Intapp, you'll get the opportunity to bring your talents and intellectual curiosity to create better outcomes for our people and our clients. You'll be part of a growing public company, with a modern work environment that's connected yet flexible and where your professional growth and well-being are top priorities. We'll collaborate and grow together, supporting each other in a positive, open atmosphere that fosters creativity, innovation, and teamwork.

Here, you will have the opportunity to:

• Expand Your Skills: Unlock your potential with professional development opportunities supported by a community of experienced professionals. We offer reimbursement for training and continuing education to help you stay ahead in your career.
• Enjoy Where You Work: Thrive in our modern, open offices designed to inspire creativity and collaboration. Our complimentary lunches and fully stocked kitchens ensure you have everything you need to stay energized throughout the day.
• Support What Matters Most: Our comprehensive wellness and flexible time off programs and our benefits are designed to care for you and your family. Our family-formation benefits and support during your family-building journey ensure you have the resources you need when it matters most. We believe in giving back and supporting our communities with paid volunteer time off and a donation matching program for the causes you care about.

Join us and be a part of a collaborative and welcoming culture where your contributions are valued, and your professional growth is a priority. Together, we are building a company of long-term value that we can all be proud of.

Intapp provides equal employment opportunities to all qualified applicants and will make hiring decisions without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristic protected by federal, state or local laws.

Please note: Intapp will not hire through text message, social media, or email alone. We will never extend a job offer unless you have been contacted directly by an Intapp recruiter and have participated in the interview process which will generally consist of 3 or more virtual or in person meetings. Please note that Intapp only uses company email addresses, which contain “@intapp.com” or “@dealcloud.com” to communicate with candidates via email. Intapp will never ask for financial information of any kind or for any payment during the job application process. We post all legitimate job openings on the Intapp Career Site at https://www.intapp.com/working-at-intapp/.If you believe you were a victim of such a scam, you may contact your local authorities. Intapp is not responsible for any claims, losses, damages, or expenses resulting from scammers.