Senior IT Implementation Technician

Pixel Machinery•Boston, MA

1d•Remote

About The Position

The Senior IT Implementation Technician owns client software and identity/security platform rollouts end-to-end, driving successful implementations, resolving escalated issues, and strengthening the support team’s capability. The Technician is the connective tissue between the client’s environment and Pixel Machinery’s support organization – making sure new tools are configured and rolled out correctly, complex issues get resolved quickly, and technical knowledge is captured for the team. This is an implementation and escalation focused role, not first-line support. The Technician plans and configures platforms like Okta, JumpCloud, and 1Password, serves as the team’s technical escalation point, and mentors less experienced technicians along the way.

Requirements

Experienced IT support professional who thrives operating at Tier 2/3, solving complex technical issues that go beyond the basics
Natural project owner who can take a software implementation from kickoff to full rollout with minimal oversight
Deeply familiar with identity and security tooling such as Okta, JumpCloud, 1Password, and Microsoft Entra ID / Azure AD, and quick to pick up new platforms
Clear communicator who can translate technical work into plain language for clients and non-technical stakeholders
Someone who enjoys mentoring less experienced technicians and raising the bar for support quality

Responsibilities

Own end-to-end implementation of client software platforms and special projects
Provide Tier 2 and Tier 3 technical support, resolving escalated issues that require advanced troubleshooting
Serve as a technical escalation point for the broader support team
Partner with clients to plan, configure, and roll out new tools and integrations
Document processes and knowledge to strengthen the team’s support playbooks
Lead implementation projects for identity and security platforms such as Okta, JumpCloud, and 1Password, including planning, configuration, testing, and rollout
Diagnose and resolve complex, escalated support tickets across networking, endpoint, cloud, and identity systems
Design and execute migration and integration plans between client systems and new software tools
Configure single sign-on, multi-factor authentication, and directory sync policies within identity and access management platforms (e.g., Entra ID, Okta) — plus manage Entra-specific work like conditional access policies, app registrations, and Azure AD Connect/hybrid sync where applicable
Create and maintain implementation runbooks, SOPs, and client-facing documentation for each project
Coordinate with clients and internal teams to set project timelines, milestones, and success criteria
Provide guidance and mentorship to Tier 1 and Tier 2 technicians on advanced troubleshooting techniques
Stay current on new features and best practices across the company’s core software stack