Customer Support Technician, Helpdesk - Offboardings & Access

About the Company

Pixel Machinery is a technology consulting firm headquartered in Boston. The company partners with organizations to create IT environments that are streamlined, adaptable, and capable of scaling. Its approach focuses on intelligent automation to improve security, productivity, and cost control while still preserving proper oversight. The team combines experience in software engineering, system administration, and business operations to deliver solutions that help clients work with confidence and agility.

Role Overview

In this role, you will be responsible for managing technical offboarding and access removal across client organizations, including nonprofits, startups, and small to mid-sized businesses. Your main accountability is to ensure that access for departing employees is removed quickly, thoroughly, and accurately. Because offboarding is both time-sensitive and security-sensitive, this is the central focus of the position.

In addition to offboarding ownership, you will also support tier-1 help desk work such as onboarding, access and license requests, and basic IT troubleshooting. The position suits someone who works well in a busy environment, enjoys keeping queues organized, and takes pride in fast, precise execution.

Primary Responsibilities

• Manage the full offboarding process from start to finish, including removing user access from IAM systems such as Okta and JumpCloud, as well as other SaaS applications, while recovering licenses and verifying that all access has been removed on time.
• Handle offboardings as security- and compliance-sensitive tasks by meeting client service-level expectations, maintaining clear audit-ready records, and ensuring no active access remains after an employee leaves.
• Coordinate directly with client contacts during sensitive or high-touch departures, including live communication with HR and security stakeholders as needed before and during the offboarding.
• Serve as the primary owner of the offboarding queue by monitoring incoming items, triaging requests, and keeping the queue moving without delay.
• Work with other teams on related handoffs, such as hardware return coordination, without being responsible for the hardware or fulfillment queue itself.
• Continuously improve offboarding workflows by updating documentation, refining checklists, and capturing best practices.

Secondary Support Duties

• Carry out onboarding tasks, including provisioning new user accounts and access.
• Process requests for system access and SaaS licenses.
• Provide light first-line troubleshooting for software and hardware issues.
• Track and triage general support tickets during core working hours while meeting client SLA commitments.
• Maintain professional, positive relationships with end users.
• Follow internal and client-specific security and access-control procedures consistently.
• Partner with internal teams on escalations and cross-functional initiatives.

What Success Looks Like

• You work quickly without sacrificing accuracy, even when the ticket load is high.
• You have strong attention to detail, especially when handling access, security, and data-related work.
• You use checklists, procedures, and documentation reliably so work can be trusted and repeated.
• You can stay organized and prioritize effectively when the queue becomes busy.
• You communicate clearly, calmly, and with empathy across different channels.
• You are early in your IT or support career and eager to keep learning.

Requirements

• You must be based in the Pacific Time Zone.
• You should have 1 to 2 years of experience in help desk, IT support, or a fast-paced operations role, or you should bring strong aptitude and a clear desire to grow into this kind of work.
• You need to be comfortable working at high volume and maintaining pace while managing priorities and time effectively.
• A careful, process-driven approach is important, especially when dealing with access and security tasks.
• You must have excellent written and spoken communication skills.
• You should either know, or be able to learn quickly, tools such as Jira Service Management or a comparable ticketing system, Slack or Microsoft Teams, Google Workspace, Microsoft 365, Mac and Windows operating systems, and identity management platforms such as Okta or JumpCloud.
• Experience with MDM and RMM tools is beneficial.
• You should be committed to continuous learning and able to absorb new information quickly and apply it in decision-making.

Compensation

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

Benefits

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

Equal Opportunity Statement

Pixel Machinery is an equal opportunity employer and is committed to a diverse and inclusive workplace. Employment decisions are made 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 applicable federal, state, or local law.