Customer Support Technician, Helpdesk (Offboardings & Access)
As a Customer Support Technician on Pixel Machinery's Help Desk team, you own the technical offboarding and access-deprovisioning lifecycle across 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, you provide tier-1 help desk support - onboardings, access and license requests, and general IT troubleshooting - and help keep the support queues moving at pace. This is a high-volume, fast-moving role built for someone who thrives on operational speed.
Stack
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 in preparation for and throughout the offboarding process
- ▹Be the point person for the offboarding queue: monitor it, triage it, and keep it clear
- ▹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
- ▹Process IT onboardings and provision new-user accounts and access (secondary responsibility)
- ▹Handle systems access and SaaS license requests (secondary responsibility)
- ▹Provide light tier-1 software/hardware troubleshooting (secondary responsibility)
- ▹Monitor and triage general support queues during core work hours while meeting client SLAs
Requirements
- ▹Ability to work fast and stay accurate through high ticket volume (think 30 tickets a day) without losing precision
- ▹Razor-sharp attention to detail, especially where access, security, and data are concerned
- ▹Process-oriented and dependable: follows checklists and protocols carefully and documents the work
- ▹Ability to prioritize under pressure and keep a cool head when the queue fills up
- ▹Empathetic, patient, and able to communicate clearly and gracefully across multiple channels
- ▹Early in your IT/support career, technically curious, and eager to grow
Soft skills
About the company
Pixel Machinery is a Boston-based technology consultancy that helps organizations build efficient, flexible, and scalable IT ecosystems. The company believes IT should be intelligently automated to enhance security, productivity, and cost-effectiveness without compromising control or oversight. Its experience spans software development, systems administration, and business operations. Pixel Machinery is an Equal Opportunity Employer.