Desktop Support Technician

Newrelic; United States; On-site; USD 5,935,000 - 7,418,000; Full time

Benefits offered by this job

Healthcare

Dental

Vision

Parental leave

Mental health benefits

401(k) match

11 paid holidays

Volunteer time off

Paid time off

Job summary

New Relic, a global observability leader, seeks a highly motivated IT Support Specialist to join our IT Support team in San Francisco. This role blends Tier 1 and Tier 2 technical support, with opportunities to spearhead projects, learn new platforms, and collaborate with cross-functional teams.

You will provide front-end and back-end support in a primarily Mac environment, working from the SF office at least three days per week and offering remote support to New Relic employees worldwide.

Qualifications

• 5+ years of experience supporting Mac hardware.
• Deep expertise with SaaS applications (e.g. Google Workspace, Okta, Slack, JSM).
• Familiarity with generative copilot platforms (Moveworks).
• Network knowledge and troubleshooting.
• Familiarity with JAMF Pro.

Responsibilities

• Provide front-end and back-end IT support in a Mac environment.
• Work from the San Francisco office at least 3 days per week; remote support globally.
• Respond to internal support inquiries via in-person, Slack, or email.
• Configure and deploy IT hardware and peripherals.
• Provide software installation, configuration, and troubleshooting.
• Manage user accounts and system access; support events via Google Meet.
• Maintain hardware inventory and use JSM for ticketing.
• Collaborate with Security and Facilities; participate in on-call rotation.

Skills

Mac support

SaaS apps

Empathy

English communication

Problem solving

Leadership

Tools

JAMF Pro

Google Workspace

Okta

Slack

JSM

Moveworks

Job description

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.

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.

#LI-MM4 #remote

The pay range below represents a reasonable estimate of hourly pay for the listed position. This role may be eligible for the corporate bonus plan. Pay within this range varies by work location and may also depend on job-related factors such as an applicant’s skills, qualifications, and experience.

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 USD

Fostering 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 [e-mail].

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, theSan Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New 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, r