Desktop Supervisor

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Job description

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 looking for a talented Desktop Team member to join an outstanding IT Desktop in Palo Alto. This is a hands on, on-site role for a Desktop technician ready to move into a supervisor/lead role.

Responsibilities:
Supervise a small to medium Desktop support team that is responsible for Desktop imaging - New machine setup, PC refreshes, and Hardware replacements, and Level 2 onsite IT support

Assist Desktop Support Manager in defining the processes and procedures and designing the Answer bar set up to deliver world-class onsite IT support that consistently meets or exceeds customer expectations

Diagnosis and resolution of computer hardware, software, and network issues for Executives and VIP users

Assist in defining the Service Level Agreements (SLA) and Key Performance Indicators (KPI) for the Desktop Support function

Coordinate the work with the desktop support team and other IT groups to achieve the committed SLAs and deliver world-class customer service

Manage the daily activities of the desktop support team and guide them in resolving multi-level issues

Train, coach, and mentor desktop support technicians

Provide after-hours support as per the business demand - Travelling users in different time zones and other IT Infrastructure changes

Review and Implement recommendations provided by the Sr. Desktop Support Specialists on new tools and technologies to improve end-user experience

Track IT assets and follow the inventory management guidelines - Desktops, Laptops, Tablets, and other peripheral equipment

Assist in developing IT tools and processes to promote efficient and effective end-user support practices

Encourage the team to develop an IT knowledge base for internal IT use, or broader employee reference as appropriate

Participate in additional technology initiatives as required - Assisting with server and network upgrades, OS upgrades, office moves, technology rollouts, and onsite/offsite meeting coordination

Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software

Develop positive relationships with the business and other functions at all levels

Collaborate with members of the information security, network, and cloud teams to ensure consistent IT services to our business users

Implement the continuous improvement plan to improve all aspects of the Desktop Support function via tracking key performance indicators

Qualifications:
6+ years (or relative) in a Desktop Support Technician role and 2+ Years of supervising/managing a desktop support team

Bachelor's degree or Professional training/certifications related to areas of responsibilities

Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, SCCM, Microsoft Intune, Jamf , 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

Strong Communication skills both written and verbal

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

Pay Disclosure:
$94,000 - $118,000 - Benefits and Stock Incentives as well

Company Statements:
Equal OpportunityRivian 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 .

Candidate Data PrivacyRivian 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 see our for more information. Please note that we are currently not accepting applications from third party application services.

To any candidates interested in a position with Rivian, please be aware of recruiting phishing scams impersonating Rivian. As a general practice, Rivian recruiting does not conduct interviews or communicate with candidates over Microsoft Teams.

Please visit for career opportunities at . If you believe you may have been a victim of identity theft because of the phishing scam impersonating Rivian, please go to where you can report and recover from identity theft. For more information about recommended computer security practices, please go to where you can learn how to protect yourselves online and avoid phishing attacks.

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