Desktop Support Technician

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.

What you'll do

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. Day-to-day responsibilities will include the following:

• 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

This role requires

• 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 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

Bonus points if you have
List “nice-to-have” criteria, such as attributes/behavioral values, strongly desired qualifications, and working conditions.

• 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)

 
Please note that visa sponsorship is not available for this position.
Qualified applicants may inquire about visa sponsorship (including transfer of a current H-1B visa), but the company does not support or sponsor O-1, F-1, or J-1 visas, or candidates who require commencement of an H-1B "cap case" petition for future work authorization. This position is to be filled as soon as possible.

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