Customer Support Technician, Helpdesk - Offboardings & Access

About Pixel Machinery

Pixel Machinery is a technology consulting firm headquartered in Boston. The company focuses on helping organizations create IT environments that are efficient, adaptable, and built to scale. Its approach centers on thoughtful automation that improves security, boosts productivity, and controls costs while still preserving oversight. The team combines experience in software development, systems administration, and business operations to deliver solutions that help clients work with confidence and agility.

Role overview

In this position, you will be responsible for managing the full technical offboarding and access removal process across client organizations, including nonprofits, tech startups, and small to medium-sized businesses. When an employee leaves, you will ensure their access is removed promptly, thoroughly, and accurately. Because this work is both security-sensitive and time-critical, complete ownership of the offboarding lifecycle is the central focus of the role.

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

What this role covers

• Manage offboarding and termination workflows from start to finish, including account deactivation, access revocation in IAM platforms such as Okta and JumpCloud, license recovery, and confirmation that all access has been removed on time.
• Handle each offboarding as a security and compliance task by meeting client service-level targets, maintaining precise audit-ready records, and ensuring no active access remains after departure.
• Coordinate directly with client contacts during sensitive or high-touch offboardings, working with HR and security teams in real time before and during the process as needed.
• Own the offboarding queue by monitoring incoming items, prioritizing them, and ensuring the queue stays under control.
• Work with other teams on handoffs such as hardware return coordination, while not directly managing hardware fulfillment queues.
• Continuously improve the offboarding process by updating workflows, checklists, and internal best practices.
• Support onboarding tasks by provisioning new-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 tickets during core working hours while meeting client service targets.
• Maintain strong professional relationships with end users.
• Follow client and internal standards for IT security and access control.
• Partner with internal teams on escalations and cross-functional work.

Who you should be

The ideal candidate works quickly without sacrificing accuracy, even in a queue that can reach around 30 tickets per day. Strong attention to detail is essential, especially when handling access and security-related tasks where a missed step can create real risk. You should be disciplined about following procedures, documenting work clearly, and keeping a calm, organized approach when pressure is high. Clear communication, patience, and empathy are also important, along with a genuine interest in growing early in an IT support career.

Requirements

• Must be located in the Pacific Time Zone.
• Have 1 to 2 years of experience in help desk, IT support, or a fast-moving operations environment, or demonstrate strong aptitude and a clear desire to develop in this field.
• Be comfortable handling high ticket volume and working quickly while staying organized.
• Bring a detail-focused, process-driven approach, especially for access management and security-related work.
• Have strong written and spoken communication skills.
• Be familiar with, or able to learn quickly, Jira Service Management or a similar ticketing platform.
• Be comfortable using Slack, Teams, or similar collaboration tools.
• Have working knowledge of Google Workspace and Microsoft 365.
• Be comfortable navigating Mac and Windows operating systems.
• Have exposure to Okta, JumpCloud, or similar identity and access management tools.
• MDM and RMM tools are considered an advantage.
• Show a commitment to learning quickly and applying new information effectively.

Compensation and benefits

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

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

Equal opportunity statement

Pixel Machinery is an equal opportunity employer. The company values diversity and promotes an inclusive workplace. Hiring decisions are based on business needs, role 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.