IT Support Technician V

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. Your Impact The IT Support Technician V is the senior-most individual contributor on the support track. They handle the highest-complexity tickets in the shared queue while maintaining overall queue health, serving as the final support-level technical escalation point, and acting as a player-coach who sets the technical and quality bar. Beyond the queue, this role anchors a regional pod and handles day-to-day IT operations for their site, including procurement and regional M&A / new-hire onboarding, with a focus on employee success through the first 90 days. They are also the designated backup who steps in to keep the site and pod running when the IT manager is not present. What You’ll Do Location: Onsite out of our Boston office 5 days a week Monday - Friday Reports to: IT Support Manager Queue management - Handles the highest-complexity tickets alongside L3 and L4 and maintains overall queue health: monitors aging, stale, and unassigned tickets; assigns and reassigns by complexity and workload. - Ensures no ticket goes unowned; drives queue hygiene — priority alignment, category accuracy, and closure quality. - Surfaces queue trends to the manager: volume spikes, SLA risk, and recurring issue types. Escalation and incident management - Serves as the final support-level escalation point and manages the formal handoff to Engineering with full context documented. - Acts as incident commander for significant endpoint or infrastructure incidents — manages the timeline, stakeholder communication, post-incident review, RCA, and follow-on remediation. Executive / VIP ownership - Manages the executive IT relationship as single point of contact for C-suite EAs and Chiefs of Staff; runs proactive device health checks and zero-downtime refresh cycles for VIP users. - Pre-flights AV and technology for board meetings, all-hands, QBRs, and MBRs; maintains strict confidentiality on executive workflows and data. Site operations and pod anchor - Manages day-to-day IT operations for their site and anchors a regional pod (for example, a regional L5 supporting remote L3s and contractors). - Acts as the technical escalation point and work-assigner for pod contractors. - Serves as the designated backup for site operations and pod leadership when the IT manager is not present — stepping in to keep the site running and decisions moving. Vendor Relationship - Handles regional vendor transactions, quotes, budget input, and asset / lifecycle decisions. M&A and new-hire onboarding - Assists with regional M&A integration and new-hire onboarding for the site end-to-end, with a focus on employee success through the first 90 days of onboarding experience and standardization. - Manages the onboarding/offboarding process; partners with HR, IT Engineering, and Security to maintain the standard and tracks SLA / completion compliance. Standards, documentation, and mentorship - Defines and maintains the team’s quality bar; champions documentation quality across internal runbooks, escalation playbooks, and incident response documentation. - Provides structured mentorship to L3 and L4; participates in hiring loops and technical interviews; proposes tooling and workflow improvements. What You Bring - 5+ years of IT support or end-user computing experience — relevant hands-on experience is valued over a specific degree - Strong technical and analytical troubleshooting skills across endpoints, networking, and infrastructure, including proficiency with ServiceNow, Okta, Slack/Zoom, Google Workspace, and endpoint management platforms (Tanium, JAMF, Intune/Autopilot) - Demonstrated ownership of high-complexity tickets and escalations, including incident command, RCA documentation, and clean handoffs to Engineering - Hands-on AV skills — conference room systems, video conferencing platforms, and pre-flighting technology for meetings and events, plus experience supporting executive/VIP users and coordinating with vendors on procurement and site operations - An Own It mentality — driving problems to resolution without being asked — paired with a Join Forces approach to mentoring L3/L4 and acting as a dependable teammate across all sites Work Location This role is based out of our Boston office. 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 - Employee Resource Groups (ERGs) - 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 $38.10—$52.96 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. 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