Desktop Support Technician

Join Our IT Support TeamNew 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. Day-to-day responsibilities will include the following:Respond to internal support inquiries in person, via Slack, emailConfigure and setup IT hardware, including laptops, printers, and peripheralsTechnology enablement service and trainingProvision, de-provision, user accounts & system accessProvide event & meeting support via Google MeetInstall, configure, and troubleshoot software packages, including operating systems, desktop software, and custom applicationsEnsure accurate inventory of hardware assetsMaintain a high level of service and support using JSM ticketing systemCollaborate with external partners like Security and FacilitiesParticipate in a global emergency on-call rotationThis role requires:5+ years of experience supporting Mac hardwareDeep expertise with SaaS applications (eg. Google Workspace, Okta, Slack, JSM)Familiarity with generative copilot platforms (Moveworks)Network knowledge and troubleshootingFamiliarity with JAMF Pro andStrong soft skills (eg. critical thinking, creative problem solving, leadership, etc.)Demonstrate empathy and a desire to provide a first-class end-user experienceExhibit passion and motivation for new technology and learningDemonstrate ability to work both independently and as a member of a teamBonus points if you have:Apple Certified Macintosh Technician (ACMT) certificationApple Certified Support Professional (ACSP) certificationGoogle Workspace certification (Good to have)ITIL Certificate (Good to have)Google IT Support Professional certificationComfortable using a command lineFamiliarity 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.New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, and mental health benefits, a 401(k) plan and match, 11 paid holidays, volunteer time off, paid time-off, and other competitive benefits designed to improve the lives of our employees.Estimated Base Pay Range $43.08 —$53.85 USDFostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics' different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We're looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to View email address on click.appcast.io Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.