Senior IT Support Technician – Boston Onsite

Koitecc Solutions; Boston, Northern (MA, KY); Hybrid; USD 94,845,000 - 146,021,000; Full time

Benefits offered by this job

401k with employer match

Discretionary paid time off

Paid parental leave

Medical, Dental, Vision plans

Fitness Programs

Emotional & Mental Wellness support

Learning & Development programs

ERGs

Snacks in the office

Job summary

Axon is seeking an IT Support Technician V based in Boston to own high-complexity tickets, anchor a regional pod, and act as the final escalation point for IT. This role includes VIP coordination, board-prep, and cross-site operations, with a focus on secure, efficient technology delivery.

You will lead incident response, mentor L3/L4 staff, manage vendor relations, and drive standardization across the site’s IT practices from our Boston office.

Qualifications

• 5+ years of IT support or end-user computing experience, hands-on preferred over degrees.
• Strong troubleshooting across endpoints, networking, and infrastructure.
• Proficiency with ServiceNow, Okta, Slack/Zoom, Google Workspace.
• Experience supporting executive/VIP users and procurement for sites.

Responsibilities

• Queue management for high-complexity tickets with ongoing queue health.
• Final escalation point and handoff to Engineering with full context.
• Incident commander for significant incidents with RCA and remediation.
• VIP/exec ownership including board meeting prep and confidential workflows.
• Site operations and regional pod anchoring; backup for IT manager.
• Vendor transactions, quotes, budget input, asset/lifecycle decisions.
• M&A onboarding support and standardized onboarding for site teams.
• Mentorship and formal documentation of runbooks and incident response.

Skills

IT support

End-user computing

ServiceNow

Okta

Slack/Zoom

Google Workspace

Endpoint management

Tanium

JAMF

Intune/Autopilot

AV systems

Job description

Axon is seeking an IT Support Technician V based in Boston to own high-complexity tickets, anchor a regional pod, and act as the final escalation point for IT. This role includes VIP coordination, board-prep, and cross-site operations, with a focus on secure, efficient technology delivery.

You will lead incident response, mentor L3/L4 staff, manage vendor relations, and drive standardization across the site’s IT practices from our Boston office.