Desktop Support Technician
About The Position
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
- A 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
- Provide front-end and back-end support in our primarily Mac environment.
- 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
Benefits
- healthcare
- dental
- vision
- parental leave and planning
- mental health benefits
- a 401(k) plan and match
- 11 paid holidays
- volunteer time off
- paid time-off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
