Customer Support Technician, Helpdesk - Offboardings & Access

About Pixel Machinery

Pixel Machinery is a technology consulting firm headquartered in Boston. The company helps organizations create IT environments that are efficient, adaptable, and able to scale. Its approach focuses on smart automation that strengthens security, improves productivity, and keeps costs in check while still preserving oversight and control. The work draws on experience in software development, system administration, and business operations to deliver solutions that help clients move with confidence.

Role Overview

This Customer Support Technician role sits within the Help Desk team and is centered on managing technical offboarding and access removal across client organizations, including nonprofits, startups, and small to mid-sized businesses. You will be responsible for ensuring that departing users lose access quickly, fully, and accurately. Because offboarding work is both time-sensitive and security-critical, end-to-end ownership of that process is the heart of the position.

In addition to that primary responsibility, you will support tier-1 help desk activity such as employee onboardings, access and license requests, and general IT troubleshooting. The role is designed for someone who performs well in a fast-paced environment, enjoys keeping queues organized, and takes satisfaction in clean operational execution.

What You'll Own

As the main person responsible for offboarding, you will handle the process from start to finish and make sure access is removed across identity systems and SaaS tools, licenses are recovered, and closure is confirmed in a timely way. Each offboarding should be treated as both a security and compliance task, with accurate records and no leftover active access.

You will also coordinate directly with client contacts when offboardings are sensitive or high-touch, including real-time communication with HR and security stakeholders when needed. A large part of the job is staying on top of the offboarding queue, triaging requests, and making sure the work is handled promptly rather than left waiting.

Where needed, you will coordinate with other teams on handoffs such as hardware return logistics, though you will not personally own fulfillment or hardware queues. Over time, you will also improve internal playbooks by refining and documenting workflows, checklists, and best practices.

Supporting Help Desk Work

Beyond offboarding, you will assist with onboarding new users, processing system access and software license requests, and resolving light software or hardware issues. You will monitor and triage general support queues during core working hours while staying aligned with client service expectations.

The role also calls for building strong professional relationships with end users, following internal and client security protocols carefully, and partnering with other internal teams on escalations and cross-functional projects.

Who You Are

You work quickly without sacrificing accuracy, and you can handle a high ticket load — around 30 tickets per day rather than 5 — while keeping your output precise. You pay close attention to detail, especially when access, security, and data integrity are involved, and you understand that missing a deprovisioning step creates real risk.

You are comfortable with structured processes, checklists, and documentation, and you stay composed when the queue becomes busy. You communicate clearly, remain patient and empathetic, and are early in your IT or support career with a strong interest in learning and growing.

Requirements

The position is intended for candidates based in the Pacific Time Zone. The team is looking for someone with 1 to 2 years of experience in help desk, IT support, or another fast-moving operations setting, although a strong aptitude and eagerness to grow into the role can also fit.

You should be comfortable working at speed, prioritizing effectively, and managing time well. A detail-oriented, process-driven mindset is essential, especially for access control and security-related work. Strong written and verbal communication skills are required.

You should already know, or be able to learn quickly, how to work with a help desk platform such as Jira Service Management, collaboration tools like Slack or Teams, Google Workspace and Microsoft 365, Mac and Windows operating systems, and identity management platforms such as Okta or JumpCloud. Experience with MDM or RMM tools is considered a plus. The role also requires a commitment to continuous learning and the ability to quickly absorb and apply new information.

Compensation

The annual base salary for this role is between $60,000 and $72,000.

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.

Equal Opportunity Statement

Pixel Machinery is an equal opportunity employer and values an inclusive workplace. Employment decisions are based on business needs, job requirements, and individual qualifications. The company does not discriminate on the basis of 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.