** Must be a US Citizen and be able to obtain a clearance
Position Overview
We are seeking a highly motivated Mid-Level (Tier 1-2) IT Support Specialist to join the Video Retention Solution (VRS) Team. This role is responsible for user account management, technical troubleshooting, and day-to-day IT support across a cloud-based SaaS/Axon Evidence platform. The ideal candidate is detail-oriented, communicates effectively, and possesses strong problem-solving skills. A solid understanding of networking fundamentals and basic security best practices is preferred.
Key Responsibilities
User Account Management
- Create, modify, and deactivate user accounts across cloud-based systems.
- Manage user permissions, groups, and access levels.
- Maintain accurate user access documentation and ensure compliance with onboarding/offboarding processes.
Technical Troubleshooting & Support
- Provide Tier 1–2 support related to cloud-based Axon Evidence VRS and applicable hardware/software.
- Collaborate and escalate complex issues to the appropriate internal team or vendors when necessary.
- Review and assess vendor release notes, updates, and scheduled enhancements for supported applications, providing periodic communication to stakeholders.
- Create, update and close internal/external tickets following SLA protocols, coordinating with the appropriate resources for resolution and next steps while prioritizing based on impact and priority level.
- Communicate ticket status updates to users and escalate when appropriate.
- Perform periodic system configuration reviews to ensure compliance with security and organizational policies.
- Contribute to the creation and maintenance of IT documentation, SOPs, periodic reports and onboarding materials.
Attention to Detail & Documentation
- Maintain detailed logs of technical activities, ticket resolutions, system changes, and user interactions.
- Follow established procedures and contribute to updating VRS documentation and SOPs.
- Qualifications
- 2–4 years of experience in IT support, helpdesk and/or systems administration.
- Strong troubleshooting and analytical skills.
- Experience with user account provisioning (AD, Azure AD, SaaS identity systems).
- Excellent communication, customer service, and documentation skills.
- Ability to manage multiple priorities.
Preferred Qualifications
- Familiarity with SCRUM methodologies.
- Experience with ticketing systems.
- Exposure to cloud platforms.
- Working knowledge of basic networking and cybersecurity fundamentals.
- Familiarity with SSO, SAML, or identity lifecycle management.
- Certifications are a plus (A+, Network+, Security+, Microsoft 365).
