Pixel Machinery
Customer Support Technician Helpdesk Offboardings & Access
2w ago
USAJuniorRemotejira service managementslackgoogle workspacemicrosoft 365oktajumpcloudmdmrmm
Pixel Machinery is a Boston-based technology consultancy seeking a Customer Support Technician to manage technical offboarding, access de-provisioning, and provide tier-1 help desk support across client organizations, emphasizing speed, accuracy, and security.
About the company
- Pixel Machinery is a Boston-based technology consultancy that helps organizations build efficient, flexible, and scalable IT ecosystems.
- We believe IT should be intelligently automated to enhance security, productivity, and cost-effectiveness without compromising control or oversight.
- With experience spanning software development, systems administration, and business operations, we design solutions that empower our clients to operate with confidence and agility.
Summary
- As a Customer Support Technician on our Help Desk team, you will own the technical offboarding and access-deprovisioning lifecycle across our client organizations—nonprofits, tech startups, and small/medium businesses.
- Technical offboardings are time-sensitive, security-critical work, and owning them end to end is the core of this role.
- Alongside that ownership, you'll provide tier-1 help desk support—onboardings, access and license requests, and general IT troubleshooting—and help keep our support queues moving at pace.
- This is a high-volume, fast-moving role built for someone who thrives on operational speed and gets satisfaction from a clean, well-run queue.
Responsibilities
- Own the offboarding and termination process end to end: de-provision user accounts and revoke access across IAM platforms (Okta, JumpCloud, and similar) and SaaS tools, reclaim licenses, and confirm that access removal is complete and timely.
- Treat every offboarding as a security and compliance event: meet client SLAs for de-provisioning, keep accurate and auditable records, and ensure nothing is left active behind a departing user.
- Live coordination with client contacts during high-touch or sensitive offboardings: communicate in real time with client HR and security as needed in preparation for and throughout the offboarding process.
- Be the point person for the offboarding queue: monitor it, triage it, and keep it clear—this queue should never be an afterthought.
- Coordinate handoffs with other teams (for example, hardware return logistics) without owning the hardware/fulfillment queues yourself.
- Improve the playbook: refine and document offboarding workflows, checklists, and best practices as you go.
- Process IT onboardings and provision new-user accounts and access.
- Handle systems access and SaaS license requests.
- Provide light tier-1 software/hardware troubleshooting.
- Monitor and triage general support queues during core work hours while meeting client SLAs.
- Build and maintain good professional rapport with end users.
- Diligently uphold client and internal protocols for IT security and access management.
- Collaborate with other internal teams on escalated issues and cross-functional projects.
Requirements
- Based in Pacific Time Zone.
- 1-2 years in a help desk, IT support, or fast-paced operations role, or strong aptitude and a clear eagerness to grow into one.
- Comfort working at high volume and pace, with strong prioritization and time-management skills.
- A detail-driven, process-oriented mindset, particularly around access and security.
- Excellent written and verbal communication.
- Familiarity with the following, or the ability to ramp quickly: Jira Service Management (or a similar help desk ticketing system), Slack, Teams, or equivalent, Google Workspace & Microsoft 365, Mac & Windows OS, Okta, JumpCloud, or other IAM/identity solutions.
- MDM and RMM tools (a plus).
- Commitment to continuous learning, with the ability to quickly absorb and retain new information and apply it to decision-making.
Conditions
- Health, Dental, Vision Insurance.
- 401k with company matching.
- Generous Paid Time Off.
- Work From Home.
- Training & Development.