Hardware and Onsite Support Technician

Pixel Machinery•Boston, MA

5h•Hybrid

About The Position

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.

Requirements

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
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

Nice To Haves

Bonus if you have access to a vehicle

Responsibilities

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