Customer Support Technician Helpdesk Offboardings & Access

Who We ArePixel 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. Achieving this requires deep technical expertise, strategic planning, and precise execution. With experience spanning software development, systems administration, and business operations, we design solutions that empower our clients to operate with confidence and agility.SummaryAs 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. When someone leaves a company, you are the person who makes sure their access is removed quickly, completely, and accurately. 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.Who You AreYou move fast and stay accurate -- you're comfortable working through high ticket volume (think 30 tickets a day, not 5) without losing precisionYou have razor-sharp attention to detail, especially where access, security, and data are concerned. You understand that a single missed de-provisioning step is a real risk, not a rounding errorYou're process-oriented and dependable: you follow checklists and protocols carefully, and you document your work so the next person can trust itYou can prioritize under pressure and keep a cool head when the queue fills up and new tickets keep landingYou're empathetic, patient, and communicate clearly and gracefully across multiple channelsYou're early in your IT/support career, technically curious, and eager to growWhat you'll own (primary 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 timelyTreat 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 userLive 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 processBe the point person for the offboarding queue: monitor it, triage it, and keep it clear—this queue should never be an afterthoughtCoordinate handoffs with other teams (for example, hardware return logistics) without owning the hardware/fulfillment queues yourselfImprove the playbook: refine and document offboarding workflows, checklists, and best practices as you goSupporting helpdesk work (secondary responsibilities)Process IT onboardings and provision new-user accounts and accessHandle systems access and SaaS license requestsProvide light tier-1 software/hardware troubleshootingMonitor and triage general support queues during core work hours while meeting client SLAsBuild and maintain good professional rapport with end usersDiligently uphold client and internal protocols for IT security and access managementCollaborate with other internal teams on escalated issues and cross-functional projectsPixel Machinery is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are 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 federal, state, or local laws.The base salary range for this position is $60,000-72,000 per year.RequirementsBased in Pacific Time Zone1-2 years in a help desk, IT support, or fast-paced operations role, or strong aptitude and a clear eagerness to grow into oneComfort working at high volume and pace, with strong prioritization and time-management skillsA detail-driven, process-oriented mindset, particularly around access and securityExcellent written and verbal communicationFamiliarity with the following, or the ability to ramp quickly:Jira Service Management (or a similar help desk ticketing system)Slack, Teams, or equivalentGoogle Workspace & Microsoft 365Mac & Windows OSOkta, JumpCloud, or other IAM/identity solutionsMDM and RMM tools (a plus)Commitment to continuous learning, with the ability to quickly absorb and retain new information and apply it to decision-makingBenefitsHealth, Dental, Vision Insurance401k with company matchingGenerous Paid Time OffWork From HomeTraining & Development