IT Support Technician III

Join Axon and be a Force for Good. At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other. Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter. IT Support III At Axon, we  Aim Far  with a mission to protect life and make the bullet obsolete. Big goals require bold moves—and a reliable IT environment that keeps our teams connected and productive. As an  IT Support III , you’ll be a key member of Axon’s IT Support team, providing hands-on technical support across our employees, devices, applications, and workplace technology. You’ll work independently to resolve day-to-day technical issues, deliver a high-quality employee experience, and escalate more complex problems with clear documentation and context. This role is ideal for someone who has a strong foundation in IT support, enjoys troubleshooting, and is ready to continue developing their technical skills within a global enterprise environment. Location:  Onsite – Boston, Massachusetts Core Hours:  Monday - Friday 8am to 4pm (Ability to cover other shifts as needed for team coverage; 6am to 2pm or 10am to 6pm) Reports to:  IT Support Manager Direct Reports:  N/A What You’ll Do Provide frontline technical support for Axon employees across Mac, Windows, Linux, mobile devices, applications, and peripherals. Work within the shared IT Support queue, owning assigned incidents and requests through resolution and targeting first-touch resolution whenever possible. Troubleshoot hardware, software, connectivity, account access, and endpoint issues using established support processes and enterprise tools. Escalate complex issues when necessary, providing clear documentation of the issue, troubleshooting performed, impact, and next steps. Monitor employee support channels and provide timely, professional responses to incoming requests in accordance with defined SLAs. Maintain accurate and complete documentation within ServiceNow, including troubleshooting steps and final resolutions. Contribute to user-facing knowledge articles when recurring issues or documentation gaps are identified. Support new-hire onboarding, including device provisioning, software installation, account access verification, and equipment delivery. Support employee offboarding, including device recovery, asset updates, and preparation of returned equipment for reuse. Troubleshoot standard conference room and audio/visual (AV) issues, including displays, audio, video conferencing, and room peripherals. Support enterprise platforms including JAMF, Intune/AutoPilot, Tanium, ServiceNow, Okta, Google Workspace, Zoom, and Slack. Provide professional and discreet support for employees at all levels of the organization, including executive users. Follow established IT, asset management, and information security policies and procedures. Identify recurring support issues and raise patterns or potential improvements to senior members of the IT Support team. Collaborate with IT Support teammates globally and participate in IT projects, deployments, and technology rollouts as assigned. What You Bring Basic Qualifications At least 2 years of experience in IT Support, Help Desk, Desktop Support, or a similar technical support role. Experience troubleshooting Windows and/or macOS devices in a business or enterprise environment. Familiarity with enterprise technologies such as ServiceNow, JAMF, Intune, Okta, Google Workspace, Zoom, Slack, or similar platforms. Working knowledge of endpoint hardware, operating systems, software installation, and common workplace technology. Familiarity with networking and identity fundamentals such as Wi-Fi, DNS, DHCP, SSO, and MFA. Ability to independently troubleshoot technical problems and recognize when escalation is appropriate. Strong written and verbal communication skills with the ability to explain technical issues clearly to non-technical users. Strong customer-service mindset and the ability to remain professional while handling urgent or high-pressure support requests. Ability to document technical issues, troubleshooting steps, and resolutions clearly and consistently. Ability to manage multiple support requests and prioritize work based on urgency and business impact. Preferred Qualifications Associate’s or Bachelor’s degree in Information Technology, Computer Science, a related field, or equivalent professional experience. Experience supporting employees across multi-site or global enterprise environments. Experience supporting conference room and audio/visual (AV) technologies. Familiarity with ITSM or ITIL-based support practices. Industry certifications such as CompTIA A+, Network+, Microsoft, JAMF, or equivalent. Familiarity with PowerShell, Bash, Python, or other scripting and automation technologies. What Success Looks Like You consistently resolve IT Support III-level issues independently, meet support and response expectations without requiring reminders, and provide complete documentation for the work you perform. You know when to keep troubleshooting and when to escalate, and when you do escalate, you provide the next technician with everything they need to continue the investigation. As you grow in the role, you’ll begin identifying patterns across support requests, contributing more to team documentation, taking on increasingly complex issues, and building the technical judgment needed to progress toward IT Support IV. Benefits that Benefit You • Competitive salary and 401k with employer match   • Discretionary paid time off