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.

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.

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.

This role will be located in Normal, IL and report to our IT Support Supervisor.

• 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.

• 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,…