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…