IT Support Technician III

Axon•Scottsdale, AZ

21h•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 works independently to resolve day-to-day technical issues, deliver a high-quality employee experience, and escalate complex problems with clear documentation. It is an opportunity to apply a strong IT support foundation while developing technical skills in a global enterprise environment. The position is onsite in Scottsdale, Arizona, with core hours Monday through Friday, 10 a.m. to 6 p.m. The technician reports to the IT Support Manager and has no direct reports. The role supports employees across the organization, including executive users, and collaborates with global IT Support teammates on projects, deployments, and technology rollouts. Success means independently resolving issues appropriate to the IT Support III level, meeting support and response expectations, documenting work completely, and making well-judged escalation decisions. Over time, the technician is expected to identify patterns, contribute to team documentation, take on more complex issues, and develop the technical judgment needed to progress toward IT Support IV.

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 during 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, 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, mobile devices, 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 support processes and enterprise tools.
Escalate complex issues with clear documentation of the issue, troubleshooting performed, impact, and next steps.
Monitor employee support channels and respond professionally and promptly in accordance with defined SLAs.
Maintain accurate ServiceNow records, including troubleshooting steps and final resolutions.
Contribute user-facing knowledge articles when recurring issues or documentation gaps are identified.
Support new-hire onboarding through 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 AV 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 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 global IT Support teammates and participate in assigned IT projects, deployments, and technology rollouts.