Hardware and Onsite 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 Hardware Support Technician, you will provide Tier 1 technical support to users across a diverse range of client organizations, including nonprofits, tech startups, and small-to-medium businesses.

This role is hardware and onsite focused, requiring the ability to travel to client locations in the Boston area to diagnose and resolve issues hands-on. You will be the first line of support for our customers and a critical part of Pixel Machinery’s service delivery – balancing excellent customer service with practical, effective technical troubleshooting.

This role will work a hybrid 3 days in office, 2 days WFH schedule depending on client needs and projects. On any given day, an event could require and unexpected onsite visit to client in Boston, however. Additionally, this position may require up to 10% travel outside of Boston to other client sites.

• You have a strong instinct for hands-on technical problem-solving and enjoy diagnosing issues in real-world environments
• You pay close attention to detail and gather information methodically before acting
• You thrive in a fast-paced, client-facing environment and communicate clearly across in-person, phone, and written channels
• You are empathetic, patient, and genuinely enjoy helping people resolve technical issues
• You are comfortable working independently onsite while knowing when to escalate or collaborate

• Process and resolve user technical support tickets, including:
• Hardware troubleshooting and replacement
• Networking and connectivity issues, Unifi Configuration
• OS, firmware, and peripheral issues
• Systems access, licensing, and account requests
• Respond to and resolve onsite client issues, including:
• Network connectivity problems (wired/wireless)
• Conference room setup/troubleshooting
• Hardware failures or misconfigurations
• Basic rack, cabling, and endpoint setup
• Monitor support queues and triage incoming requests during core business hours, meeting client SLAs
• Build and maintain strong professional relationships with end users through clear communication and reliable follow-through
• Document troubleshooting steps, fixes, and client environments clearly and accurately
• Improve and maintain internal documentation for workflows, processes, and best practices
• Uphold client and internal IT security protocols, including access management and device handling
• Collaborate with internal team members on escalated issues and cross-functional projects

• Strong technical diagnostic and troubleshooting skills across:

• End-user hardware (desktops, laptops, peripherals)
• Networking fundamentals (switches, access points, cabling, basic firewall concepts)
• Operating systems and firmware
• Excellent written and verbal communication skills
• Comfort working directly with end users in onsite environments
• Ability to manage multiple issues while maintaining attention to detail and professionalism

• Jira Service Management or similar helpdesk/ticketing systems
• Slack, Microsoft Teams, or equivalent communication tools
• Google Workspace and Microsoft 365
• macOS and Windows operating systems
• Identity and access management tools (Okta, JumpCloud, or similar)
• MDM and RMM tools
• Basic networking tools and concepts (DHCP, DNS, VLANs, Wi-Fi troubleshooting)
• Unifi
• Conference Room setups
• Additional Requirements
• Based in or easily commutable to downtown Boston, MA
• Ability to travel to local client sites as needed
• Ability to lift and move IT equipment as required
• Commitment to continuous learning and staying current with evolving technologies
• Bonus if you have access to a vehicle

• 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
• Free Food & Snacks
• Wellness Resources