Rivian

United States, Illinois, Normal, United States

Posted on: 2022-06-29

Category: emobility

Employment type:

Full time

Experience required:

Senior

Salary

Salary not provided

Sr Desktop Support Specialist

About the company:

Doing something different is never easy. It requires courage, optimism and grit. Core to our mission is building a team of adventurous individuals determined to make a positive impact on the world. This means challenging ourselves constantly. Stretching beyond the bounds of conventional thinking. Reframing old problems. Seeking new solutions. And operating comfortably in a space of uncertainty. While our backgrounds are diverse, our team shares a love of the outdoors and a desire to protect it for future generations. Do you like doing the impossible? We’d love to hear from you.

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. 

This is what you’ll do:

  • Develop and implement Desktop Support policies, processes, and procedures
  • Manage the daily activities of the desktop support team and guide them in resolving multi-level issues
  • Manage desktop support projects such as OS upgrades, office moves, and technology rollouts
  • Train, coach, and mentor desktop support technicians
  • Provide inputs and adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
  • If required, perform desktop imaging – New machine setup, PC refreshes, and Hardware replacements
  • Provide Level 2 advanced IT Support for all employees (onsite and remote)
  • Develop, Track, Report, and Improve agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and End User Experience Agreements (XLAs)
  • Manage escalations at the second line of defense for end-user computing support within IT
  • Plan and address desktop support staffing needs to deliver consistent IT support
  • Track IT assets and produce periodic reports for the senior management reviews
  • Participate in additional technology initiatives as required - Assisting with server and network upgrades, OS upgrades, office moves, technology rollouts, and onsite/offsite meeting coordination
  • Develop positive relationships with the business and other functions at all levels (Especially with VIPs and Executives)
  • Collaborate with members of the information security, network, and cloud teams to ensure consistent IT services to our business users
  • Look to improve all aspects of the Desktop Support functions continually

 

This is what you’ll need:

  • At least 10-12 years (or relative) in a Desktop Support role, where you learned the nuances of IT Support
  • At least 4-5 years experience of managing the Desktop Support team – hiring, coaching, and reviewing the staff
  • At least 2-3 years experience in VIP and Executive support
  • Bachelor’s degree preferred
  • Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools
  • Experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.
  • Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives
  • Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
  • Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
  • Tech Savvy – Ability and passion for learning new technology and tools
  • Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time
  • Prioritization Skills – The ability to analyze support requests and prioritize them based on impact
  • Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
  • Ability to articulate technical solutions to non-technical users in simple and easy to understand terms

This is where you’ll work:

Department: IT Infrastructure and Enterprise Applications

Location: Irvine, CA

 

 

 

#LI-GW

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 [email protected].

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.