Customer Support Technician, Helpdesk - Offboardings & Access

About Pixel Machinery

Pixel Machinery is a technology consulting firm based in Boston that helps businesses create IT environments that are streamlined, adaptable, and able to scale. The company focuses on intelligent automation to improve security, productivity, and cost control while still preserving oversight and control. Its work draws on experience in software development, systems administration, and business operations to build solutions that help clients operate confidently and flexibly.

Role Overview

In this Help Desk role, you will take full ownership of the technical offboarding and access-removal process for client organizations, including nonprofits, tech startups, and small to medium-sized businesses. Your main responsibility will be to ensure that departing employees lose access quickly, fully, and accurately. Because offboarding directly affects security and compliance, this work must be handled with urgency and precision.

In addition to offboarding ownership, you will support tier-1 help desk operations by handling onboarding, access and license requests, and general IT troubleshooting. The role is high-volume and fast-paced, and it suits someone who enjoys keeping support workflows organized and moving efficiently.

What You Bring

You should be comfortable handling a large number of tickets each day while maintaining accuracy. The work requires strong attention to detail, especially around permissions, security, and data protection, since missing even one de-provisioning step can create serious risk.

The ideal candidate is methodical, reliable, and disciplined about following procedures, checklists, and documentation standards. You should also be able to stay calm under pressure, prioritize effectively when the queue becomes busy, and communicate with patience and professionalism across multiple channels. This role is best suited to someone early in an IT or support career who is curious, adaptable, and eager to learn.

Primary Responsibilities

You will manage the full offboarding and termination lifecycle, including disabling accounts, removing access from IAM systems such as Okta and JumpCloud, revoking permissions in SaaS applications, recovering licenses, and confirming that access has been removed completely and on time.

Each offboarding must be treated as a security- and compliance-sensitive task. You will be responsible for meeting client service-level expectations, maintaining accurate audit-ready records, and making sure no active access remains after an employee departs.

You will also coordinate directly with client contacts during sensitive or high-touch offboarding cases, communicating in real time with HR and security stakeholders before and during the process.

Another major part of the job is owning the offboarding queue—monitoring it closely, triaging work, and ensuring it stays current. You will coordinate related handoffs with other teams, such as hardware return logistics, while not directly managing hardware or fulfillment queues. Over time, you will help improve the process by refining and documenting workflows, checklists, and best practices.

Supporting Help Desk Work

Alongside offboarding, you will assist with IT onboarding tasks such as creating new-user accounts and granting access. You will also process requests for system access and SaaS licensing, provide basic troubleshooting for software and hardware issues, and help monitor general support queues during core working hours while meeting client SLAs.

You will be expected to build strong professional relationships with end users, follow both client and internal security/access procedures, and work with other internal teams when issues need escalation or cross-functional support.

Location and Working Expectations

This position is intended for someone based in the Pacific Time Zone and is tied to onsite work in Oregon, United States.

Equal Opportunity Statement

Pixel Machinery is an equal opportunity employer. The company values diversity and aims to maintain an inclusive workplace. Employment decisions are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, pregnancy, gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.

Compensation

The base pay for this role is between $60,000 and $72,000 per year.

Benefits

Employees receive health, dental, and vision insurance, a 401(k) plan with company matching, generous paid time off, work-from-home flexibility, and training and development support.