Desktop Support Technician

New Relic is seeking a highly motivated individual to join our IT Support team! This role incorporates Tier 1 and Tier 2 technical support, ranging from password resets to systems administration. In addition to day-to-day work, you will have opportunities to spearhead projects, learn new platforms, and collaborate with cross-functional teams. We are looking for a creative problem solver with a strong work ethic. We expect our technicians to provide intuitive tech support, know how to ask the right questions, and be empathetic to our end users. To succeed in this role, you must be self-driven and passionate about learning. We value a strong team dynamic, and we encourage both independent and collaborative working styles. In this role, you will provide front-end and back-end support in our primarily Mac environment. This is a mainly office based role, which means you will work out of our San Francisco office a minimum of three days per week (Mon/Tue/Wed). You will also provide remote support to New Relic employees globally.

Responsibilities

Provide front-end and back-end support in a primarily Mac environment; Provide Tier 1 and Tier 2 technical support, ranging from password resets to systems administration; Respond to internal support inquiries in person, via Slack, email; Configure and setup IT hardware, including laptops, printers, and peripherals; Technology enablement service and training; Provision, de-provision, user accounts & system access; Provide event & meeting support via Google Meet; Install, configure, and troubleshoot software packages, including operating systems, desktop software, and custom applications; Ensure accurate inventory of hardware assets; Maintain a high level of service and support using JSM ticketing system; Collaborate with external partners like Security and Facilities; Participate in a global emergency on-call rotation; Provide remote support to New Relic employees globally

Requirements

5+ years of experience supporting Mac hardware; Deep expertise with SaaS applications (eg. Google Workspace, Okta, Slack, JSM); Familiarity with generative copilot platforms (Moveworks); Network knowledge and troubleshooting; Familiarity with JAMF Pro; Excellent English communication skills; Strong soft skills (eg. critical thinking, creative problem solving, leadership, etc.); Demonstrate empathy and a desire to provide a first-class end-user experience; Exhibit passion and motivation for new technology and learning; Demonstrate ability to work both independently and as a member of a team

Nice to have

Apple Certified Macintosh Technician (ACMT) certification; Apple Certified Support Professional (ACSP) certification; Google Workspace certification (Good to have); ITIL Certificate (Good to have); Google IT Support Professional certification; Comfortable using a command line; Familiarity with a scripting or coding language (Python, Bash, Javascript)

Benefits

Healthcare; dental; vision; parental leave and planning; mental health benefits; 401(k) plan and match; 11 paid holidays; volunteer time off; paid time-off; corporate bonus plan eligibility