IT Support Technician

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 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 [4-5 bullet points covering must-have’s, requirements, education, years of experience, hard skills, soft skills that align with values, etc.] 5+ years of IT support or end-user computing experience — relevant hands-on experience is valued over a speci…