IT Support IV, Manufacturing Operations (Onsite)

Axon•Phoenix, AZ

26d•Onsite

About The Position

As an IT Support IV, you will serve as a senior technical resource for Axon’s manufacturing and warehouse operations at the Pinnacle Peak facility. You will help keep production, shipping, and logistics environments running by resolving complex endpoint and hardware issues, responding to manufacturing-critical incidents, and improving the tools and processes that support our employees and operations. This is a hands-on role with the opportunity to lead technical initiatives, mentor peers, and shape scalable IT support practices in a fast-paced environment where uptime matters.

Requirements

3–5 years of enterprise IT support experience, preferably in a manufacturing, warehouse, logistics, production, or similarly uptime-sensitive environment.
Advanced hands-on experience supporting endpoint-management and collaboration tools such as Jamf, Microsoft Intune/Autopilot, Tanium, Okta, Google Workspace, Zoom, Slack, ServiceNow, and Windows imaging or PXE environments.
Strong troubleshooting ability across industrial IT hardware, production workstations, printers, shipping stations, mobile devices, and related peripherals.
Working knowledge of ITSM or ITIL-based support practices, networking fundamentals—including DNS, DHCP, subnetting, and connectivity troubleshooting—and identity-management concepts such as SSO and MFA.
Demonstrated ability to manage high-pressure technical incidents with professionalism, prioritize production-impacting issues, communicate clearly with stakeholders, and work independently in a fast-paced environment.
Experience partnering cross-functionally to implement scalable IT solutions, improve processes, and support operational initiatives.

Nice To Haves

Experience troubleshooting enterprise audio/visual systems is preferred.
Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred but not required.
Relevant certifications, such as Microsoft Certified: Modern Desktop Administrator, Jamf 300/400, CompTIA Security+, CompTIA CySA+, or equivalent, are a plus.
Scripting experience in PowerShell, Bash, or Python for automation and systems administration is a plus.

Responsibilities

Serve as the senior escalation point for IT support issues across the Pinnacle Peak manufacturing and warehouse location, as well as remote sites as needed.
Diagnose and resolve complex hardware, software, and endpoint issues across Windows, macOS, mobile devices, production workstations, and specialized manufacturing peripherals.
Respond rapidly to production-critical incidents, prioritize manufacturing outages appropriately, and minimize operational downtime.
Deploy, image, configure, and lifecycle-manage manufacturing and warehouse devices using standardized endpoint-management and imaging processes.
Support production, warehouse, and shipping operations by maintaining shipping stations, Zebra and production printers, logistics hardware, and specialized manufacturing devices.
Partner with Manufacturing Engineering to support new production lines, equipment deployments, facility expansion projects, and production-readiness activities.
Perform first-level troubleshooting for manufacturing network-connectivity issues, including basic DNS, DHCP, subnetting, and connectivity validation, before escalating infrastructure issues to Network Engineering.
Maintain and troubleshoot enterprise systems and tools including Jamf, Microsoft Intune/Autopilot, Tanium, ServiceNow, Okta, Google Workspace, Zoom, Slack, and enterprise endpoint-management platforms.
Own and improve onboarding and offboarding workflows in partnership with People Operations, Security, Endpoint Engineering, and IT Infrastructure.
Lead the implementation of support tools, workflows, documentation, and automations that improve user experience, operational efficiency, and support scalability.
Track and report on SLA adherence, incident trends, and recurring issues; use findings to drive continuous improvement and strengthen support processes.
Collaborate with IT technicians globally, provide technical peer review and mentorship, and represent IT in cross-functional meetings and initiatives.
Audit and reinforce IT policies, endpoint security practices, and compliance requirements in partnership with Information Security and relevant stakeholders.
Support the sourcing, procurement, inventory, and maintenance of vendor hardware required for manufacturing and warehouse operations.