IT Support Technician

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.RequirementsWho you are:You have a knack for technical problem-solving and getting to the bottom of thingsYou possess a razor-sharp attention to detail and excellent information-gathering skillsYou thrive in a complex and fast-paced work environment, and can communicate clearly and gracefully while navigating multiple communication channelsYou are empathetic, patient, and enjoy helping people resolve technical issuesYou are someone who is comfortable working through a heavy ticket queue efficiently with accurate solvesGeneral 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 SLAsMonitor support queues & triage incoming new requests during core work hoursBuild and maintain good professional rapport with end usersOptimize and improve organizational documentation of workflows, processes, and best practicesDiligently uphold client and internal protocols for IT security and access managementCollaborate 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 toolsExcellent written and verbal communicationProficiency in:Jira Service Management (or similar Helpdesk ticketing system)Slack, Teams, or equivalentGoogle Workspace & MicrosoftMac & Windows OSOkta, Jumpcloud, or other IAM solutionsMDM and RMM toolsCommitment to continuous learning, with the ability to quickly absorb and retain new information and apply to decision-makingBenefitsHealth 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 DisabilityTraining & DevelopmentWork From Home