Customer Support Technician, Helpdesk - Offboardings & Access

About Pixel Machinery

Pixel Machinery is a technology consulting firm based in Boston that partners with organizations to create IT environments that are streamlined, adaptable, and able to scale. The company focuses on automating IT in a thoughtful way to strengthen security, boost productivity, and improve cost efficiency while preserving control and visibility. To deliver that, the team combines experience in software development, systems administration, and business operations to build solutions that help clients work with confidence and flexibility.

Role overview

In this Help Desk role, your main ownership will be the full technical offboarding and access-removal process for client organizations, including nonprofits, tech startups, and small to medium-sized businesses. When an employee leaves, you will be responsible for ensuring their access is removed quickly, completely, and without error. Because offboarding is time-sensitive and security-sensitive, this responsibility is the heart of the job.

In addition to offboarding ownership, you will also support tier-1 help desk work such as user onboarding, access and license requests, and general IT troubleshooting. The role is high-volume and fast-paced, suited to someone who enjoys keeping support operations moving smoothly and efficiently.

Who you are

You are someone who can work quickly without sacrificing accuracy, even when handling a large number of tickets each day. You pay close attention to detail, especially when the work involves access, security, and data, and you understand that missing a single deprovisioning step can create real risk.

You are disciplined, process-minded, and reliable. You follow checklists and procedures carefully, and you document your work so others can depend on it. You stay calm under pressure, prioritize well when the queue gets busy, and communicate clearly and respectfully across channels. You are also early in your IT support career, technically curious, and ready to grow.

Primary responsibilities

• Manage offboarding and termination workflows from start to finish, including removing account access across IAM tools such as Okta, JumpCloud, and similar systems, as well as SaaS applications, while reclaiming licenses and confirming that all access has been removed on time.
• Handle every offboarding as a security- and compliance-related task by meeting client SLAs, keeping records accurate and auditable, and ensuring no active access remains for departing users.
• Coordinate in real time with client contacts during sensitive or high-touch offboardings, working with HR and security stakeholders as needed before and during the process.
• Serve as the main owner of the offboarding queue by monitoring, triaging, and actively keeping it under control.
• Work with other teams on handoffs such as hardware return logistics, while not directly owning hardware or fulfillment queues.
• Continuously strengthen the offboarding playbook by refining and documenting workflows, checklists, and best practices.

Secondary help desk responsibilities

• Support new-hire onboarding and provision user accounts and access.
• Process requests for system access and SaaS licenses.
• Provide basic troubleshooting for software and hardware issues.
• Monitor and triage general support queues during standard working hours while still meeting client SLAs.
• Build positive, professional relationships with end users.
• Follow client and internal rules for IT security and access control consistently.
• Partner with internal teams on escalations and cross-functional initiatives.

Requirements

• Must be based in the Pacific Time Zone.
• 1 to 2 years of experience in help desk, IT support, or a similarly fast-moving operations environment, or a strong ability and clear motivation to develop into such a role.
• Comfortable working at a high pace and with large ticket volumes, along with strong prioritization and time-management skills.
• A detail-focused, process-driven approach, especially when handling access and security matters.
• Strong written and spoken communication skills.
• Ability to work with, or quickly learn, tools and systems such as Jira Service Management or comparable ticketing platforms, Slack or Teams, Google Workspace and Microsoft 365, Mac and Windows operating systems, and identity platforms such as Okta or JumpCloud.
• Exposure to MDM and RMM tools is considered an advantage.
• Committed to ongoing learning and able to quickly understand, retain, and apply new information in decision-making.

Compensation and benefits

The base salary for this position is between $60,000 and $72,000 per year.

• Health, dental, and vision insurance
• 401(k) with company matching
• Generous paid time off
• Work-from-home flexibility
• Training and development support

Equal opportunity statement

Pixel Machinery is an equal opportunity employer and values a diverse, inclusive workplace. Hiring decisions are made based on business needs, role 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 applicable federal, state, or local law.