Desktop Support Technician
San Francisco · California · 5+ years experience · Hybrid · Posted Oct 7, 2026
At a glance
- Experience
- 5+ years experience
- Workplace
- Hybrid
- Location
- San Francisco · California
- Visa sponsorship
- Visa sponsorship not offered
About the role
- New Relic is seeking a Desktop Support Technician to join their IT Support team, providing Tier 1 and Tier 2 technical support in a primarily Mac-based environment. This role involves both office-based work in San Francisco and remote support for global employees, with opportunities to lead projects and collaborate across teams.
Responsibilities
- Respond to internal support inquiries in person, via Slack, and email
- Configure and setup IT hardware, including laptops, printers, and peripherals
- Provide technology enablement service and training
- Provision and de-provision user accounts and system access
- Provide event and 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 service and support using the JSM ticketing system
- Collaborate with external partners like Security and Facilities
- Participate in a global emergency on-call rotation
Requirements
- 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
- Exceptional leadership abilities
- Excellent English communication skills
- Strong soft skills including critical thinking and creative problem solving
- Demonstrated empathy and desire to provide a first-class end-user experience
Preferred qualifications
- 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)
Benefits
- Healthcare
- Dental
- Vision
- Parental leave and planning
- Mental health benefits
- 401(k) plan and match
- 11 paid holidays
- Volunteer time off
- Paid time-off
- Corporate bonus plan
Workplace
- Office-based role in San Francisco
- Minimum of three days per week (Mon/Tue/Wed) in the office
- Provides remote support to global employees
Skills
- Mac Hardware
- Google Workspace
- Okta
- Slack
- JSM
- Moveworks
- JAMF Pro
- Google Meet
- Python
- Bash
- JavaScript
