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-effectivenessâ??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 organizationsâ??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 supportâ??onboardings, access and license requests, and general IT troubleshootingâ??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, JumpCloud, and similar) and SaaS 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 clearâ??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 SaaS 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, 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