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 regarding access, security, and data.
• You are process-oriented and dependable, following checklists and protocols carefully and documenting your work for trust.
• You prioritize under pressure and maintain composure in busy situations.
• You are empathetic, patient, and communicate clearly and gracefully across multiple channels.
• You are early in your IT/support career, technically curious, and eager to 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, and similar) and SaaS tools, reclaim licenses, and confirm 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.
• Livelihood 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 it, triage it, and keep it clear—this queue should never be an afterthought.
• Coordinate handoffs with other teams (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

• 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 monitoring and triage of 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, 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, 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.

Pixel Machinery is an Equal Opportunity Employer.