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. As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably 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. In this pivotal role, 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 effectivenes Continuous Learning: Actively pursue opportunities to expand technical skills, stay informed about emerging technologies, and adapt to evolving IT landscapes. Qualifications 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. Growth Mindset & Drive (Key Attribute): Inquisitive Learner: A strong, demonstrable desire to learn new technologies, systems, and processes. Proactive & Resourceful: Takes initiative to research solutions, embrace new challenges, and contributes beyond immediate tasks. Adaptable: Comfortable navigating and thriving in a rapidly changing technological environment. Resilient: Possesses a positive attitude and maintains effectiveness when faced with challenges. Self-Motivated: Passionate about technology and driven to improve personal and team performance. Bonus Points (Preferred Qualifications): IT certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation. Familiarity with PowerShell scripting or equivalent automation/scripting tools Interest in AI and automation to reduce manual work and help users resolve issues faster Knowledge of endpoint security solutions or MDM platforms. 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 (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. Please note that we are currently not accepting applications from third party application services.