Customer Support Technician, Helpdesk - Offboardings & Access

About Pixel Machinery

Pixel Machinery is a technology consulting firm headquartered in Boston that designs efficient, adaptable, and scalable IT environments for organizations. Its approach centers on intelligent automation to strengthen security, improve productivity, and control costs while maintaining clear oversight. The team combines experience in software development, systems administration, and business operations to create solutions that help clients work with more confidence and flexibility.

Role overview

In this Help Desk position, you will take full ownership of technical offboarding and access removal across client environments, including nonprofits, technology startups, and small to medium businesses. When a team member leaves, you will be responsible for ensuring their access is removed quickly, fully, and accurately. Because offboarding is both time-sensitive and security-sensitive, this responsibility is the heart of the role.

Along with offboarding work, you will support the help desk with user onboarding, access and license requests, and general IT troubleshooting. The role is designed for someone who can keep pace in a busy queue, work efficiently, and take pride in maintaining a clean and well-managed support workflow.

What you'll do

• Handle the complete offboarding and termination process, including deactivating user accounts, removing access from IAM platforms such as Okta and JumpCloud, and other SaaS systems, reclaiming licenses, and verifying that all access has been removed in a timely way.
• Approach each offboarding as a security and compliance task by meeting client SLAs, keeping records that are accurate and auditable, and making sure no active access remains after an employee departs.
• Coordinate live with client contacts during sensitive or high-touch offboardings, including communication with HR and security teams when needed before and throughout the process.
• Own the offboarding queue by monitoring, triaging, and clearing it consistently so it remains a priority rather than a backlogged task.
• Work with other teams on related handoffs, such as hardware return coordination, while not directly managing hardware or fulfillment queues.
• Continuously improve the process by updating documentation, refining workflows, and strengthening checklists and best practices.
• Support IT onboarding by creating new user accounts and granting access.
• Process requests for system access and SaaS licensing.
• Provide basic tier-1 troubleshooting for software and hardware issues.
• Watch and manage general support queues during core business hours while staying within client SLA targets.
• Maintain professional, positive relationships with end users.
• Follow client and internal rules for IT security and access management carefully.
• Partner with other internal teams on escalations and cross-functional work.

What we're looking for

• Someone located in the Pacific Time Zone.
• 1 to 2 years of experience in help desk, IT support, or a similarly fast-moving operations role, or a strong ability and eagerness to grow into this type of work.
• Comfort working at a high ticket volume and moving quickly without sacrificing accuracy.
• A disciplined, detail-focused approach, especially when dealing with access and security.
• Strong written and spoken communication skills.
• Ability to prioritize effectively, manage time well, and stay calm when the queue becomes busy.
• Willingness to keep learning and quickly absorb new systems and procedures.
• Familiarity with help desk ticketing tools such as Jira Service Management or similar platforms.
• Comfort using collaboration tools like Slack or Teams.
• Working knowledge of Google Workspace and Microsoft 365.
• Ability to work across both Mac and Windows environments.
• Experience with identity and access management tools such as Okta or JumpCloud, or the ability to learn them quickly.
• Exposure to MDM and RMM tools is an added advantage.

Benefits

• Health, dental, and vision coverage.
• 401(k) plan 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 based on business needs, role requirements, and individual qualifications, without discrimination based on race, color, religion, sex, pregnancy, gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law.

Compensation

The base pay for this position is $60,000 to $72,000 per year.

Working style

This is a full-time on-site role.