Customer Support Technician, Helpdesk - Offboardings & Access

Who We Are

Pixel Machinery is a Boston-based technology consultancy focused on helping organizations build efficient, flexible, and scalable IT ecosystems. We emphasize intelligent automation to enhance security, productivity, and cost-effectiveness, supported by deep technical expertise, strategic planning, and precise execution.

Who You Are

• You move fast and stay accurate—comfortable handling high ticket volume without losing precision.
• You have razor-sharp attention to detail, especially concerning access, security, and data.
• You understand that a single missed de-provisioning step is critical, not just a minor issue.
• You are process-oriented and dependable, following checklists and protocols meticulously and documenting your work for trust.
• You prioritize under pressure and maintain composure in busy times.
• You are empathetic, patient, and communicate clearly and gracefully across various channels.
• You are early in your IT/support career, eager to learn and grow.

What You'll Own

• Own the offboarding and termination process end-to-end: de-provision user accounts and revoke access across IAM platforms (Okta, JumpCloud, etc.) and SaaS tools, reclaim licenses, and confirm completeness and timeliness.
• Treat every offboarding as a security and compliance event: meet client SLAs for de-provisioning, maintain accurate and auditable records, and ensure nothing remains active behind a departing user.
• Livest coordination with client contacts during high-touch or sensitive offboardings: communicate in real-time with client HR and security as needed.
• Be the point person for the offboarding queue: monitor, triage, and keep it clear—never treat it as an afterthought.
• Coordinate handoffs with other teams (hardware return logistics) without owning the hardware/fulfillment queues.
• Improve the playbook: refine and document offboarding workflows, checklists, and best practices as you go.

Supporting Helpdesk Work

• Process IT onboardings and provision new-user accounts and access.
• Handle systems access and SaaS license requests.
• Provide light tier-1 software/hardware troubleshooting.
• Maintain and monitor 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.

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, Google Workspace & Microsoft 365, Mac & Windows OS, Okta, JumpCloud, 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.

Pay

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

Schedule

Flexible schedule to accommodate remote work and Pacific Time Zone.

Equal Opportunity Employer

Pixel Machinery is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.