Desktop Support Technician
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! Your Opportunity 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. If you’re interested in a new challenge in our fast-paced corporate environment, we welcome you to apply!
Requirements
- 5+ years of experience supporting Mac hardware
- Deep expertise with SaaS applications (eg. Google Workspace, Okta, Zoom, Slack, JSM)
- Familiarity with generative copilot platforms (Moveworks)
- Network knowledge and troubleshooting
- Familiarity with JAMF Pro and The ideal candidate will possess exceptional leadership abilities, a high level of technical expertise, and 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 (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)
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 Zoom
- 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
- other competitive benefits designed to improve the lives of our employees
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
