Customer Support Technician Helpdesk Offboardings & Access

About Pixel Machinery

Pixel Machinery is a Boston-based technology consultancy dedicated to building efficient, flexible, and scalable IT ecosystems. We leverage deep technical expertise, strategic planning, and precise execution to help organizations achieve intelligent automation, enhancing security, productivity, and cost-effectiveness.

About the Role: Customer Support Technician (Help Desk)

As a Customer Support Technician on our Help Desk team, you will be the primary owner of the technical offboarding and access-deprovisioning lifecycle for our clients, which include nonprofits, tech startups, and small/medium businesses. This role is crucial for ensuring timely, complete, and accurate removal of user access upon employee departure, a security-critical task.

In addition to owning the offboarding process, you will provide Tier-1 help desk support, managing onboardings, access and license requests, and general IT troubleshooting to keep support queues moving efficiently. This is a high-volume, fast-paced role designed for individuals who thrive on operational speed and find satisfaction in well-managed processes.

Who You Are:

• High Volume, High Accuracy: Comfortable managing 30+ tickets daily without sacrificing precision.
• Detail-Oriented: Possess razor-sharp attention to detail, especially concerning access, security, and data integrity.
• Process-Driven & Dependable: Reliably follow checklists and protocols, meticulously documenting work.
• Resilient Under Pressure: Able to prioritize effectively and maintain composure during high ticket volumes.
• Empathetic Communicator: Communicate clearly, patiently, and gracefully across multiple channels.
• Eager to Grow: Early in your IT/support career, technically curious, and motivated to learn.

What You'll Own (Primary Responsibilities):

• End-to-End Offboarding: Manage the complete offboarding process, including de-provisioning user accounts and revoking access across IAM platforms (Okta, JumpCloud) and SaaS tools, reclaiming licenses, and verifying timely access removal.
• Security & Compliance Focus: Treat every offboarding as a security and compliance event, meeting client SLAs, maintaining auditable records, and ensuring no residual access for departing users.
• Client Coordination: Liaise directly with client contacts (HR, Security) during sensitive offboarding processes.
• Offboarding Queue Management: Proactively monitor, triage, and clear the offboarding queue.
• Cross-Team Handoffs: Coordinate with other teams for related tasks (e.g., hardware return logistics) without owning those queues.
• Process Improvement: Refine and document offboarding workflows, checklists, and best practices.

Supporting Help Desk Work (Secondary Responsibilities):

• Process IT onboardings and new-user account provisioning.
• Handle systems access and SaaS license requests.
• Provide Tier-1 software/hardware troubleshooting.
• Monitor and triage general support queues during core hours.
• Build and maintain positive rapport with end-users.
• Uphold client and internal IT security and access management protocols.
• Collaborate with internal teams on escalated issues.

Requirements:

• Location: Based in the Pacific Time Zone.
• Experience: 1-2 years in a help desk, IT support, or fast-paced operations role, OR a strong aptitude and eagerness to grow into one.
• Skills:
• Comfort working at high volume and pace, with strong prioritization and time management.
• Detail-driven, process-oriented mindset, especially regarding access and security.
• Excellent written and verbal communication.
• Familiarity with (or ability to quickly learn):
• Jira Service Management (or similar ticketing systems)
• Slack, Teams, or equivalent
• Google Workspace & Microsoft 365
• Mac & Windows OS
• Okta, JumpCloud, or other IAM/identity solutions
• MDM and RMM tools (a plus)
• Commitment to continuous learning and applying new information.

Benefits:

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

Pixel Machinery is an Equal Opportunity Employer. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other status protected by law.

Base Salary Range: $60,000 - $72,000 per year.

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