Staff, Desktop Support Specialist

6 months ago

Vancouver, Canada Rivian Full time

Role Summary:
As a Staff, Desktop Support Support Specialist, you'll coordinate, diagnose, and troubleshoot requests for assistance at Rivian sites throughout Canada. You will work onsite everyday in and staff our IT Support walkup Guidepost area. You will provide support services to employees with technical problems and information technology issues involving desktop, laptop, or network services. This role will ensure best in class support is provided to the Vancouver and other sites throughout Canada.

**Responsibilities**:

- Use ITSM ticketing system (Service Now) to document all work performed
- Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging AutoPilot, Microsoft Intune, Jamf (Casper), and other system management tools
- Hardware and software provisioning (check-in and check-out). Maintain accurate records in Asset tracking system.
- Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
- Communication - Ability to articulate technical solutions to non-technical users in simple and easy to understand terms
- Occasional work to move/lift IT gear and move within the site
- Assist with replacing monitors and other Audio-Visual hardware
- Understand basic network troubleshooting of wifi and other Network connectivity issues
- Manage relationships with regional hardware vendors and vars
- Generate reports/metrics on IT support performed in Canada
- Perform User training on end user technologies as needed
- Handle logístical support required to build a program to ship and retrieve assets in Canada and the United States.

Qualifications:

- 5+ years in a fast paced Desktop Support role, where you handled changing priorities, escalations and a high volume of tickets (50-75 per week)
- Experience in a large enterprise IT support organization
- Experience in providing End User Training, creating documentation and presentations
- Preferred skills - 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
- 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.
- Prioritization Skills - The ability to analyze support requests and prioritize them based on impact
- Ability to consistently set customer expectations and then meet or exceed those expectations.
- Strong documentation skills and the ability to articulate technical solutions to non-technical users in simple and easy to understand terms

Company Statements:
**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.

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