[Remote] Customer Support Technician, Helpdesk - Offboardings & Access

Note: The job is a remote job and is open to candidates in USA. Pixel Machinery is a Boston-based technology consultancy that helps organizations build efficient, flexible, and scalable IT ecosystems. As a Customer Support Technician on the Help Desk team, you will manage the technical offboarding and access-deprovisioning lifecycle, ensuring security and compliance while providing tier-1 support for onboarding and general IT troubleshooting.

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

Skills

• 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
• Commitment to continuous learning, with the ability to quickly absorb and retain new information and apply it to decision-making
• Familiarity with MDM and RMM tools (a plus)

Benefits

• Health, Dental, Vision Insurance
• 401k with company matching
• Generous Paid Time Off
• Work From Home
• Training & Development

Company Overview