IT Support IV, Manufacturing Operations (Onsite)

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 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. What You'll Do Location: Onsite at our Pinnacle Peak Warehouse in Phoenix, Arizona Core Hours: 8:00 a.m.-4:00 p.m.; flexibility to cover 6:00 a.m.-2:00 p.m. or 10:00 a.m.-6:00 p.m. shifts as needed Reports to: IT Support Manager Direct Reports: None 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. What You Bring 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. 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. Benefits that Benefit You Competitive salary and 401k with employer match Discretionary paid time off Paid parental leave for all Medical, Dental, Vision plans Fitness Programs Emotional & Mental Wellness support Learning & Development programs And yes, we have snacks in our offices Benefits listed herein may vary depending on the nature of your employment and the location where you work. Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve. Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Important Notes The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions. Some roles may also require legal eligibility to work in a firearms environment. We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at View email address on click.appcast.io or via our Axon Privacy Web Form . For more information, please see the Your California Privacy Rights section of our Applicant and Candidate Privacy Notice. Axon's mission is Protect Life and is committed to the well-being and safety of its employees as well as Axon's impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment. We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent - regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances - and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email View email address on click.appcast.io. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes. #J-18808-Ljbffr Uncover