Customer Support Technician, Helpdesk - Offboardings & Access

Who We Are

Pixel Machinery is a Boston-based technology consultancy that helps organizations build efficient, flexible, and scalable IT ecosystems.

We believe IT should be intelligently automated to enhance security, productivity, and cost-effectiveness without compromising control or oversight.

Achieving this requires deep technical expertise, strategic planning, and precise execution.

With experience spanning software development, systems administration, and business operations, we design solutions that empower our clients to operate with confidence and agility.

Summary

As a Customer Support Technician on our Help Desk team, you will own the technical offboarding and access-deprovisioning lifecycle across our client organizations – nonprofits, tech startups, and small/medium businesses.

When someone leaves a company, you are the person who makes sure their access is removed quickly, completely, and accurately.

Technical offboardings are time-sensitive, security-critical work, and owning them end to end is the core of this role.

Alongside that ownership, you'll provide tier‑1 help desk support – onboardings, access and license requests, and general IT troubleshooting – and help keep our support queues moving at pace.

This is a high-volume, fast-moving role built for someone who thrives on operational speed and gets satisfaction from a clean, well‑run queue.

Who You Are

• You move fast and stay accurate – you're comfortable working through high ticket volume (think 30 tickets a day, not 5) without losing precision.
• You have razor‑sharp attention to detail, especially where access, security, and data are concerned.

You understand that a single missed de‑provisioning step is a real risk, not a rounding error.

• You're process‑oriented and dependable: you follow checklists and protocols carefully, and you document your work so the next person can trust it.
• You can prioritize under pressure and keep a cool head when the queue fills up and new tickets keep landing.
• You're empathetic, patient, and communicate clearly and gracefully across multiple channels.
• You're early in your IT/support career, technically curious, and eager to grow.
• What you'll own (primary responsibilities)
• Own the offboarding and termination process end to end: de‑provision user accounts and revoke access across IAM platforms (Okta, Jump Cloud, and similar) and Saa S tools, reclaim licenses, and confirm that access removal is complete and timely.
• Treat every offboarding as a security and compliance event: meet client SLAs for de‑provisioning, keep accurate and auditable records, and ensure nothing is left active behind a departing user.
• Live coordination with client contacts during high‑touch or sensitive offboardings: communicate in real time with client HR and security as needed in preparation for and throughout the offboarding process.
• Be the point person for the offboarding queue: monitor it, triage it, and keep it clear – this queue should never be an afterthought.
• Coordinate handoffs with other teams (for example, hardware return logistics) without owning the hardware/fulfillment queues yourself.
• Improve the playbook: refine and document offboarding workflows, checklists, and best practices as you go.
• Supporting helpdesk work (secondary responsibilities)
• Process IT onboardings and provision new‑user accounts and access.
• Handle systems access and Saa S license requests.
• Provide light tier‑1 software/hardware troubleshooting.
• Monitor and triage general support queues during core work hours while meeting client SLAs.
• Build and maintain good professional rapport with end users.
• Diligently uphold client and internal protocols for IT security and access management.
• Collaborate with other internal teams on escalated issues and cross‑functional projects.

Pixel Machinery is an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other status protected by federal, state, or local laws.

The base salary range for this position is $60,000-72,000 per year.

Requirements

• Based in Pacific Time Zone.
• 1-2 years in a help desk, IT support, or fast‑paced operations role, or strong aptitude and a clear eagerness to grow into one.
• Comfort working at high volume and pace, with strong prioritization and time‑management skills.
• A detail‑driven, process‑oriented mindset, particularly around access and security.
• Excellent written and verbal communication.

• Familiarity with the following, or the ability to ramp quickly

• Jira Service Management (or a similar help desk ticketing system).
• Slack, Teams, or equivalent.
• Google Workspace & Microsoft 365.
• Mac & Windows OS.
• Okta, Jump Cloud, or other IAM/identity solutions.
• MDM and RMM tools (a plus).
• Commitment to continuous learning, with the ability to quickly absorb and retain new information and apply it to decision‑making.

Benefits

• Health, Dental, Vision Insurance.
• 401k with company matching.
• Generous Paid Time Off.
• Work From Home.
• Training & Development.
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