IT Support Technician III

Axon•Scottsdale, AZ

1d•Onsite

About The Position

Axon is hiring an IT Support Technician III to provide hands-on technical support for employees, devices, applications, and workplace technology. The role independently resolves day-to-day technical issues, aims to deliver a high-quality employee experience, and escalates more complex problems with clear documentation and context. It is suited to someone with a strong foundation in IT support who enjoys troubleshooting and wants to develop technical skills in a global enterprise environment. This is an onsite position in Scottsdale, Arizona, with core hours Monday through Friday, 10 a.m. to 6 p.m. The employee may be asked to cover other shifts as needed for team coverage. The role reports to the IT Support Manager and has no direct reports.

Requirements

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 troubleshoot technical problems independently and recognize when escalation is appropriate.
Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical users.
Strong customer-service mindset and ability to remain professional when 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.

Nice To Haves

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
Experience supporting employees across multi-site or global enterprise environments.
Experience supporting conference room and audio/visual 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.

Responsibilities

Provide frontline technical support for employees using Mac, Windows, Linux, and mobile devices, as well as applications and peripherals.
Own assigned incidents and requests in the shared IT Support queue through resolution, targeting first-touch resolution where possible.
Troubleshoot hardware, software, connectivity, account access, and endpoint issues using established processes and enterprise tools.
Escalate complex issues with clear documentation of the problem, troubleshooting performed, impact, and next steps.
Monitor employee support channels and respond promptly and professionally in accordance with defined SLAs.
Maintain complete and accurate ServiceNow documentation, including troubleshooting steps and final resolutions.
Contribute 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 preparing returned equipment for reuse.
Troubleshoot standard conference room and audio/visual issues, including displays, audio, video conferencing, and room peripherals.
Support enterprise platforms including JAMF, Intune/AutoPilot, Tanium, ServiceNow, Okta, Google Workspace, Zoom, and Slack.
Provide professional and discreet support to employees at all organizational levels, including executives.
Follow established IT, asset management, and information security policies and procedures.
Identify recurring support issues and raise patterns or potential improvements to senior IT Support team members.
Collaborate with IT Support teammates globally and participate in assigned IT projects, deployments, and technology rollouts.