IT Support Specialist

About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. We challenge what's possible, reframe old problems, seek new solutions, and operate in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Role Summary

We are seeking a dedicated and versatile IT Support Specialist to join our team. This role is part of a reimagined support model focused on deeper technical ownership, high-trust relationships and proactive improvement. You will be the frontline for our users, delivering timely and effective technical assistance. This position is ideal for someone who thrives on solving problems, interacts exceptionally well with people, and is committed to continuous professional growth in the IT field. We're looking for someone who brings curiosity and empathy and sees every interaction as a chance to build trust & empower our users.

Responsibilities

• As the front line of support, you'll work to understand how Rivian works and how we can best support our colleagues and business partners.
• Support users in person (via walk-up support) and remotely. Providing not just fixes, but high-trust interactions that reinforce our partnership in Rivian's goals and mission. You'll ask questions to understand the root of the issue.
• First and Second Line Support : Act as the primary point of contact for all IT-related inquiries, incidents, and service requests. Provide prompt and accurate technical support via walk-up, phone, Slack, email, and chat, resolving issues from basic troubleshooting to more complex hardware and software problems.
• Incident Resolution & Management : Diagnose, prioritize, and resolve technical issues related to desktops, laptops, mobile devices, printers, network connectivity, and business applications. Document all interactions and resolutions meticulously within our IT Service Management (ITSM) platform.
• Think Ahead : You'll look deeper into issues and watch for trends. You'll look beyond fixing the issue in front of you and figure out how we can avoid it in the future.
• System Configuration & Deployment : Configure, install, deploy, and maintain end-user computing equipment, including operating systems, software applications, and peripherals. Ensure all systems comply with company standards and security policies.
• Account & Access Management : Manage user accounts, permissions, and security groups across various platforms, ensuring secure and timely access management.
• Software & Application Support : Provide comprehensive support for standard office applications (e.g., Google Workspace) and assist with troubleshooting enterprise-specific software.
• Basic Network & Cloud Troubleshooting : Assist with diagnosing and resolving network connectivity issues (LAN / WAN, Wi-Fi, VPN) and provide support for cloud-based services.
• Knowledge Base Contribution : Develop and maintain clear, concise documentation for common IT issues, solutions, and procedures to enhance self-service capabilities and team efficiency.
• IT Asset Management : Assist with inventory, tracking, and lifecycle management of IT hardware and software assets.
• Exceptional Customer Service : Provide empathetic, patient, and professional support to all users, ensuring a positive and efficient experience with every interaction.
• Team Collaboration : Collaborate closely with other IT team members, escalating complex or specialized issues as needed, and sharing knowledge to improve overall team capabilities.
• Proactive Improvement : Identify and recommend improvements to IT processes, tools, and services to enhance user satisfaction and operational effectiveness.
• Continuous Learning : Actively pursue opportunities to expand technical skills, stay informed about emerging technologies, and adapt to evolving IT landscapes.

Qualifications

Growth Mindset & Drive (Key Attribute)

IT certifications such as CompTIA A+, Network+, Microsoft Certified : Modern Desktop Administrator, or ITIL Foundation.

Education & Experience

Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience and certifications.

Physical Demands

Ability to lift and move standard IT equipment (e.g., computers, monitors) weighing up to 25 lbs.

Pay Disclosure

Hourly Rate for Palo Alto, CA Based Applicants : $33.29 - $36.99 (actual compensation will be determined based on experience, location, and other factors permitted by law).

Benefits Summary

Rivian provides robust medical / Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premium.

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital / domestic partner status, age, military / veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com.

Candidate Data Privacy

Rivian may collect, use and disclose your personal information or personal data when you apply for employment and / or participate in our recruitment processes. This data includes contact, demographic, communications, educational, professional, employment, and other information. Rivian may use your Candidate Personal Data for purposes related to tracking interactions, improving the application process, establishing an employment relationship, complying with legal obligations, recordkeeping, ensuring network and information security, and other permitted uses.

Rivian may share your Candidate Personal Data with internal personnel, Rivian affiliates, and service providers. It may transfer or store internationally to jurisdictions including the United States, Canada, the United Kingdom, and the European Union.

Please note that we are currently not accepting applications from third party application services.

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