Senior IT Support Technician

INTEGRATION APPLIANCE, INC.; Charlotte (NC); Híbrido; USD 80.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training reimbursement

Free lunches

Wellness & flexible time off

Family-building benefits

Volunteer time off & donation matching

Descripción de la vacante

Intapp in Charlotte, NC seeks a Senior IT Support Technician to own the onsite service experience, mentor Tier 1/2 staff, and drive advanced hardware/software support across Windows, macOS, and mobile platforms. The role partners with Infrastructure and Security to deliver timely resolutions and lead AI-enabled tooling adoption.

The candidate brings 6+ years of hands-on IT support, strong Windows/M365 and macOS skills, and experience with Intune/Jamf, scripting, and AI-driven triage.

Formación

• 6+ years hands-on IT support; ownership of complex escalations.
• Strong Windows/M365 and macOS/Apple hardware expertise.
• Advanced endpoint management (Intune, Jamf) and scripting/automation.
• Strong AI fluency with Copilot and AI-driven ticket triage.
• Familiar with VOIP, SASE/Cato, and AV/UC room systems.
• Security fundamentals and collaboration with InfoSec.
• Mentor junior techs and document work clearly.
• Advanced certifications preferred: MD-AMD, Jamf CA, ITIL Foundation.

Responsabilidades

• Own onsite service experience for Charlotte office with hybrid coverage.
• Mentor Tier 1/2 technicians and lead escalations to meet SLAs.
• Pilot AI-enabled support tools and develop automation scripts.
• Lead deployment for M365/Copilot, Intune/Jamf, JIRA; manage endpoints.
• Oversee AV/UC rooms, Cloud VOIP, and end-user computing lifecycle.
• Manage IT projects and coordinate with InfoSec; occasional after-hours support.

Conocimientos

Windows / M365

macOS / Apple hardware

Endpoint management

Scripting (PowerShell/Bash)

AI fluency

VOIP / UC systems

Mentoring

Documentation

Educación

Bachelor's degree in MIS/CS

Herramientas

Intune

Jamf

JIRA

Copilot

Cato SASE

Zoom Rooms / Teams Rooms

Descripción del empleo

Overview

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 50lbs 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 toward 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.

Benefits

• We offer reimbursement for training and continuing education.
• Our complimentary lunches and fully stocked kitchens.
• Our comprehensive wellness and flexible time off programs.
• Family‑formation benefits and support during your family‑building journey.
• Paid volunteer time off and a donation matching program for the causes you care about.

Equal Employment Opportunity Statement

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.