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Rivian · 19 hours ago

IT Support Specialist

US-IL-Normal

Full-time

Onsite

New Grad, Entry Level

$30.39/hr - $33.77/hr

Rivian is an innovative automotive company focused on sustainable transportation, and they are seeking a dedicated IT Support Specialist to join their team. This role involves providing technical assistance, managing IT inquiries, and enhancing user satisfaction through proactive support and continuous improvement in IT processes.

AutomotiveElectric VehicleManufacturingTransportation

H1B Sponsor Likely

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

Qualification

IT support experienceMicrosoft Windows supportMac operating systems supportActive Directory managementNetworking conceptsITSM ticketing systemHardware troubleshootingExceptional customer serviceEmpathyTeam collaborationContinuous learningProblem-solving skillsCommunication skills

Required

Outstanding verbal and written communication skills; ability to articulate technical information clearly to non-technical audiences

Exceptional listening skills and a customer-centric approach to support

Proven ability to remain calm, patient, and professional while resolving user issues

Strong problem-solving capabilities with a methodical and analytical approach

High degree of empathy and a genuine desire to assist users

Ability to work effectively both independently and as a contributing member of a team

Demonstrated experience or aptitude in an IT support role encompassing service desk or desktop support

Proficiency in troubleshooting and supporting Microsoft Windows and Mac operating systems

Solid understanding of Active Directory and permissions management

Basic to intermediate understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi)

Experience utilizing an ITSM ticketing system for incident and service request management

Ability to troubleshoot and resolve hardware issues for desktops, laptops, and printers

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

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