IT Support Technician III

Boston · Massachusetts-Boston · 2+ years experience · Onsite · Posted Sep 24, 2026

At a glance

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.

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.

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.

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.