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 • Paid parental leave for all • Medical, Dental, Vision plans • Fitness Programs • Emotional & Mental Wellness support • Learning & Development programs • And yes, we have snacks in our offices Benefits listed herein may vary depending on the nature of your employment and the location where you work. Axon’s hourly pay philosophy is made up of base pay and bonus. The actual hourly pay is dependent upon many factors such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit https://www.axon.com/careers. Base Pay Range $25.70—$39.12 USD Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Important Notes The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. Some roles may also require legal eligibility to work in a firearms environment. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at axongreenhousesupport@axon.com or via our Axon Privacy Web Form. For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email recruitingops@axon.com. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. Phishing alert: Axon will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process. All legitimate job openings are listed on our official careers page at https://www.axon.com/careers. If you receive a suspicious offer or outreach from an email address that is not @axon.com, or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to recruitingops@axon.com.