Customer Support Technician Helpdesk Offboardings & Access

About the Role

The role is part of a fast-moving team that prioritizes operational speed and precision. You will work closely with client contacts during high-touch or sensitive offboardings, communicate in real-time with client HR and security teams, and coordinate handoffs with other internal teams as needed. Your goal will be to provide tier-1 help desk support, manage IT onboardings, and handle systems access and SaaS license requests, all while maintaining a high level of customer satisfaction and adherence to client SLAs.

Pixel Machinery operates in a dynamic environment, supporting a wide range of clients, from nonprofits to tech startups and small to medium-sized businesses. The company is committed to creating an inclusive and diverse workplace, celebrating the unique perspectives and skills that each employee brings. As a Customer Support Technician, you will be part of a team that values collaboration, innovation, and customer-centricity.

What You Will Do

• Own the offboarding and termination process end-to-end, ensuring timely and accurate removal of access across IAM platforms and SaaS tools.
• Treat every offboarding as a security and compliance event, meeting client SLAs and maintaining accurate and auditable records.
• Communicate in real-time with client HR and security teams during high-touch or sensitive offboardings.
• Monitor and triage the offboarding queue, ensuring it remains clear and up-to-date.
• Refine and document offboarding workflows, checklists, and best practices to continuously improve the process.
• 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, 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.

What We Are Looking For

• Technical curiosity and a willingness to learn and adapt in a fast-paced environment.
• Experience with IT support, preferably in a help desk or similar role.
• Strong understanding of IT principles, including security, access management, and data protection.
• Excellent communication and interpersonal skills, with the ability to work with diverse client contacts.
• Ability to prioritize tasks under pressure and manage multiple tickets simultaneously.
• Proficiency in using tools like Excel for data management and analysis.
• Process-oriented mindset with attention to detail and ability to follow protocols carefully.
• Empathetic and patient approach to customer support, with a focus on providing clear and concise solutions.
• Ability to work independently and as part of a team, contributing to the continuous improvement of processes and workflows.

Nice to Have

• Experience with IAM platforms such as Okta or JumpCloud.
• Knowledge of SaaS tools and their integration with IT systems.
• Basic understanding of network fundamentals and cybersecurity principles.
• Familiarity with help desk software and ticketing systems.
• Certification in IT support or a related field.

Benefits and Perks

• Opportunity to work with a diverse range of clients and technologies.
• Collaborative and inclusive work environment that values employee growth and development.
• Flexible remote work arrangements, with the possibility of working from anywhere in the United States.
• Access to cutting-edge tools and technologies to support your work.
• Professional development opportunities, including training and certification programs.
• Competitive compensation package, although the specifics are not disclosed.
• Health and wellness programs, including mental health support and employee assistance programs.
• Generous PTO policy, allowing for a healthy work-life balance.

• Be prepared to showcase your technical skills, particularly in areas like access management and IT security. Highlight any relevant certifications or training you've received.
• Develop a strong understanding of the tools and software mentioned in the job description, such as Excel, Okta, and JumpCloud. Practice using them to demonstrate your proficiency.
• When applying, include specific examples of times when you've managed high-volume ticket queues or handled sensitive offboardings. Quantify your achievements by mentioning the number of tickets you've resolved or the complexity of the offboardings you've managed.
• Prepare to talk about your process for ensuring accuracy and attention to detail in your work. Explain how you prioritize tasks and manage your time to meet deadlines.
• Research Pixel Machinery's values and mission to understand their commitment to diversity, inclusion, and customer satisfaction. Be ready to discuss how your own values align with theirs and how you can contribute to their mission.