IT Support Technician III
for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must only include sections when posting has real specific content. We must not repeat job title as heading. Must not include Job ID etc. Remove boilerplate (AI insights, EEO, legal, etc). Must preserve all substantive info.
We need to parse the posting: It starts with AI insights disclaimer repeated twice, then "IT Support Technician III" title, then again AI insights disclaimer, then "Join Axon..." description.
We need sections: About the role (maybe the introductory paragraph). Responsibilities (What You'll Do). Requirements (Basic Qualifications). Qualifications (Preferred Qualifications). Skills? Could be part of qualifications. Benefits (Benefits That Benefit You). Pay (Base Pay Range). Schedule (Core Hours). Also location maybe part of About the role? Could include location in About the role.
We must not include sections with filler like "commensurate with experience". We have actual content for each.
We must output only HTML fragment, no /, no markdown fences.
We'll produce something like:
About the role
Join Axon and be a Force for Good....
Location: Onsite - Boston, Massachusetts
Core Hours: Monday - Friday 8am to 4pm (Ability to cover other shifts as needed for team coverage; 6am to 2pm or 10am to 6pm)
Reports to: IT Support Manager
Direct Reports: N/A
But note: we should not include "Direct Reports: N/A" maybe it's minor metadata; we can fold into short p or drop. The instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a shortor drop it. So we can include location, core hours, reports to in About the role paragraph. Responsibilities: list of duties from "What You'll Do". Use
- .
Requirements: Basic Qualifications list.
Qualifications: Preferred Qualifications list.
Skills: maybe not separate; could combine with qualifications. But we can include Skills if there is explicit list; there is not separate skills section. So we skip Skills.
Benefits: list from "Benefits That Benefit You". Use
- .
Pay: Base Pay Range.
Schedule: Already covered in About the role? But we have a Schedule section; we could put core hours there. However we already placed core hours in About the role; maybe better to move schedule to its own section and keep About the role more generic. The instruction: prefer a few substantive sections over many thin ones. But we need to include Schedule only if posting has real specific content. It does: Core Hours. So we can have a Schedule section.
Thus we may have About the role (mission, description), Responsibilities, Requirements, Qualifications, Benefits, Pay, Schedule.
We must not repeat job title as heading. Good.
We must remove boilerplate: AI insights disclaimer, EEO, legal, etc. Also remove "Important Notes", "Phishing alert", etc. Also remove "Don't meet every single requirement?" etc. Also remove "Base Pay Range" maybe we keep as Pay section. Also remove "Benefits listed herein may vary..." maybe keep but it's part of benefits description; we can keep as part of benefits paragraph.
We need to preserve all substantive information. So we need to keep the description about Axon mission, etc. Also keep the details about responsibilities, qualifications, benefits, pay, schedule.
Let's extract substantive content:
About the role: The paragraph after "Join Axon and be a Force for Good." up to before "Location:"? Actually the description includes: "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." Then "IT Support III At Axon, we Aim Far with a mission to protect life and make the bullet obsolete. Big goals require bold moves-and a reliable IT environment that keeps our teams connected and productive. As an IT Support III, you'll be a key member of Axon's IT Support team, providing hands-on technical support across our employees, devices, applications, and workplace technology. You'll work independently to resolve day-to-day technical issues, deliver a high-quality employee experience, and escalate more complex problems with clear documentation and context. This role is ideal for someone who has a strong foundation in IT support, enjoys troubleshooting, and is ready to continue developing their technical skills within a global enterprise environment."
Then location line etc.
Thus About the role could combine those paragraphs.
We'll produce:
About the role
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. IT Support III At Axon, we Aim Far with a mission to protect life and make the bullet obsolete. Big goals require bold moves-and a reliable IT environment that keeps our teams connected and productive. As an IT Support III, you'll be a key member of Axon's IT Support team, providing hands-on technical support across our employees, devices, applications, and workplace technology. You'll work independently to resolve day-to-day technical issues, deliver a high-quality employee experience, and escalate more complex problems with clear documentation and context. This role is ideal for someone who has a strong foundation in IT support, enjoys troubleshooting, and is ready to continue developing their technical skills within a global enterprise environment.
Location: Onsite - Boston, Massachusetts
But we might move location and core hours to Schedule section. However location is not schedule; maybe we keep location in About the role. Schedule section: Core Hours: Monday - Friday 8am to 4pm (Ability to cover other shifts as needed for team coverage; 6am to 2pm or 10am to 6pm) We could also include "Reports to: IT Support Manager" and "Direct Reports: N/A" as minor metadata; we could fold into About the role short p or drop. Probably drop Direct Reports: N/A as it's not substantive. Keep Reports to maybe. But we can include Reports to in About the role as a short sentence. Better: Keep About the role focusing on mission and role description; location and schedule separate. Thus:About the role
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. IT Support III At Axon, we Aim Far with a mission to protect life and make the bullet obsolete. Big goals require bold moves-and a reliable IT environment that keeps our teams connected and productive. As an IT Support III, you'll be a key member of Axon's IT Support team, providing hands-on technical support across our employees, devices, applications, and workplace technology. You'll work independently to resolve day-to-day technical issues, deliver a high-quality employee experience, and escalate more complex problems with clear documentation and context. This role is ideal for someone who has a strong foundation in IT support, enjoys troubleshooting, and is ready to continue developing their technical skills within a global enterprise environment.
Then Schedule section:Schedule
Core Hours: Monday - Friday 8am to 4pm (Ability to cover other shifts as needed for team coverage; 6am to 2pm or 10am to 6pm)
Location: Onsite - Boston, Massachusetts
Reports to: IT Support Manager
But location maybe belongs to About the role; but we can keep it here. Responsibilities: list from "What You'll Do". We'll extract each bullet. Let's list them: - Provide frontline technical support for Axon employees across Mac, Windows, Linux, mobile devices, applications, and peripherals. - Work within the shared IT Support queue, owning assigned incidents and requests through resolution and targeting first-touch resolution whenever possible. - Troubleshoot hardware, software, connectivity, account access, and endpoint issues using established support processes and enterprise tools. - Escalate complex issues when necessary, providing clear documentation of the issue, troubleshooting performed, impact, and next steps. - Monitor employee support channels and provide timely, professional responses to incoming requests in accordance with defined SLAs. - Maintain accurate and complete documentation within ServiceNow, including troubleshooting steps and final resolutions. - Contribute to 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 preparation of returned equipment for reuse. - Troubleshoot standard conference room and audio/visual (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 for employees at all levels of the organization, including executive users. - Follow established IT, asset management, and information security policies and procedures. - Identify recurring support issues and raise patterns or potential improvements to senior members of the IT Support team. - Collaborate with IT Support teammates globally and participate in IT projects, deployments, and technology rollouts as assigned. We'll put each as - . Requirements (Basic Qualifications): - 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 independently troubleshoot technical problems and recognize when escalation is appropriate. - Strong written and verbal communication skills with the ability to explain technical issues clearly to non-technical users. - Strong customer-service mindset and the ability to remain professional while 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. Qualifications (Preferred Qualifications): - 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 (AV) technologies. - Familiar
- .
Pay: Base Pay Range.
Schedule: Already covered in About the role? But we have a Schedule section; we could put core hours there. However we already placed core hours in About the role; maybe better to move schedule to its own section and keep About the role more generic. The instruction: prefer a few substantive sections over many thin ones. But we need to include Schedule only if posting has real specific content. It does: Core Hours. So we can have a Schedule section.
Thus we may have About the role (mission, description), Responsibilities, Requirements, Qualifications, Benefits, Pay, Schedule.
We must not repeat job title as heading. Good.
We must remove boilerplate: AI insights disclaimer, EEO, legal, etc. Also remove "Important Notes", "Phishing alert", etc. Also remove "Don't meet every single requirement?" etc. Also remove "Base Pay Range" maybe we keep as Pay section. Also remove "Benefits listed herein may vary..." maybe keep but it's part of benefits description; we can keep as part of benefits paragraph.
We need to preserve all substantive information. So we need to keep the description about Axon mission, etc. Also keep the details about responsibilities, qualifications, benefits, pay, schedule.
Let's extract substantive content:
About the role: The paragraph after "Join Axon and be a Force for Good." up to before "Location:"? Actually the description includes: "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." Then "IT Support III At Axon, we Aim Far with a mission to protect life and make the bullet obsolete. Big goals require bold moves-and a reliable IT environment that keeps our teams connected and productive. As an IT Support III, you'll be a key member of Axon's IT Support team, providing hands-on technical support across our employees, devices, applications, and workplace technology. You'll work independently to resolve day-to-day technical issues, deliver a high-quality employee experience, and escalate more complex problems with clear documentation and context. This role is ideal for someone who has a strong foundation in IT support, enjoys troubleshooting, and is ready to continue developing their technical skills within a global enterprise environment."
Then location line etc.
Thus About the role could combine those paragraphs.
We'll produce: