Pixel 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.

As a Customer Support Technician, you will provide tier 1 technical support to users across a wide variety of client organizations, including nonprofits, tech startups, and small/medium businesses. As the first line of support for our customers, this role is crucial to Pixel's IT service offering and integral to maintaining our high standard of excellent customer service, efficient troubleshooting, and proactive problem-solving. The hours for this role are 10:00am-6:00pm ET or 11:00am-7:00pm ET.

Requirements

Who you are:

You have a knack for technical problem-solving and getting to the bottom of things
You possess a razor-sharp attention to detail and excellent information-gathering skills
You thrive in a complex and fast-paced work environment, and can communicate clearly and gracefully while navigating multiple communication channels
You are empathetic, patient, and enjoy helping people resolve technical issues
You are someone who is comfortable working through a heavy ticket queue efficiently with accurate solves

General Duties and Responsibilities:

Process and resolve user technical support tickets, including technical software/hardware troubleshooting, systems access/license requests, and IT onboardings & offboardings, while meeting client SLAs
Monitor support queues & triage incoming new requests during core work hours
Build and maintain good professional rapport with end users
Optimize and improve organizational documentation of workflows, processes, and best practices
Diligently uphold client and internal protocols for IT security and access management
Collaborate with other internal teams on escalated issues and cross-functional projects

Qualifications:

Exceptional technical diagnostic and troubleshooting skills, including OS/firmware, hardware, and software/SaaS tools
Excellent written and verbal communication
Proficiency in:
- Jira Service Management (or similar Helpdesk ticketing system)
- Slack, Teams, or equivalent
- Google Workspace & Microsoft
- Mac & Windows OS
- Okta, Jumpcloud, or other IAM solutions
- MDM and RMM tools
Commitment to continuous learning, with the ability to quickly absorb and retain new information and apply to decision-making

Benefits

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Work From Home

Pixel Machinery

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IT Support Technician