About the Role
Pixel Machinery is looking for a detail-oriented Customer Support Technician to join our remote Help Desk team. In this critical role, you will become the primary owner of the technical offboarding lifecycle, ensuring that user access is revoked with surgical precision and speed across a variety of client environments. This position is designed for an IT professional who thrives in high-volume settings, enjoys the satisfaction of a zeroed-out queue, and understands that security is the foundation of modern IT operations.
As a key member of our Boston-based consultancy, you will support a diverse portfolio of tech startups and small-to-medium businesses. While your primary focus will be the sensitive and time-critical process of offboarding, you will also play a vital role in general Tier-1 support. We are looking for someone who is early in their IT career, technically curious, and ready to maintain the high standards of security and efficiency that our clients depend on.
Key ResponsibilitiesYour primary objective is to own the end-to-end termination process, transforming it into a seamless security event for our clients. You will manage the following areas:
- Technical Offboarding Ownership: Execute the full de-provisioning lifecycle across IAM platforms such as Okta and JumpCloud, revoking access to SaaS tools and reclaiming licenses within strict SLA windows.
- Security & Compliance Management: Treat every account closure as a high-stakes security event by maintaining auditable records and ensuring no latent access remains for departing users.
- Client Coordination: Act as the real-time point of contact for client HR and Security teams during sensitive terminations, providing clear communication and status updates.
- Queue Triage: Monitor and maintain the offboarding queue, ensuring it is never an afterthought and stays organized even during high-volume periods.
- General Help Desk Support: Handle new-user onboardings, process hardware/software requests, and provide Tier-1 troubleshooting for Mac and Windows environments.
- Process Improvement: Continuously refine internal playbooks, checklists, and documentation to ensure offboarding workflows remain scalable and error-free.
We are seeking a candidate who balances technical aptitude with exceptional organizational skills. To be successful in this role, you should possess:
- Experience: 1-2 years in a help desk, IT support, or fast-paced operational role. We also welcome high-potential candidates with a strong technical aptitude and a desire to learn.
- Security Mindset: A razor-sharp attention to detail; you understand that a single missed step in a de-provisioning checklist represents a significant security risk.
- Operational Speed: The ability to comfortably manage 30+ tickets per day without sacrificing accuracy or professional communication.
- Technical Proficiency: Familiarity with Google Workspace, Microsoft 365, and Jira Service Management. Experience with Okta, JumpCloud, or MDM tools is a significant advantage.
- Communication Skills: Excellent written and verbal skills, with the ability to communicate empathetically with end-users and professionally with client stakeholders.
- Availability: Must be based in the Pacific Time Zone to support our client coverage requirements.
At Pixel Machinery, we believe in supporting our team members with the same care we provide our clients. Our benefits package includes:
- Comprehensive Insurance: Competitive Health, Dental, and Vision coverage.
- Financial Future: 401k plan with company matching contributions.
- Work-Life Balance: Generous Paid Time Off (PTO) and a fully remote work environment.
- Career Growth: Dedicated budget and time for training, development, and IT certifications.
- Supportive Culture: An inclusive environment where diversity is celebrated and technical curiosity is rewarded.