Desktop Support Technician

New Relic•San Francisco, CA

5d•Hybrid

About The Position

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us! 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.

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
Exceptional leadership abilities
High level of technical expertise
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 Haves

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

Responsibilities

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