IT SUPPORT SPECIALIST

$41,600 - $62,400/Yr

Rocket Lab USA - Silver Spring, MD

Full-time - Entry Level

Silver Spring, MD

Transportation Equipment Manufacturing

About the position

The IT Support Specialist at Rocket Lab will be responsible for managing the IT Service Desk queue and providing day-to-day IT support to ensure efficient delivery of IT services. This role involves direct interaction with staff to resolve inquiries and complaints, as well as ensuring compliance with information security standards. The position is based onsite at Rocket Lab's Silver Spring, MD facility and requires effective communication and problem-solving skills to support various teams across the organization.

Responsibilities

• Provide quality IT support and service by interacting positively with staff, answering inquiries, and effectively handling complaints.
• Track and update support desk Incident, Request, Problem, and Change tickets, and other documentation.
• Provide assistance, training, and guidance to new starters, helping to improve the onboarding process.
• Assist in problem research and documentation to provide workarounds and fixes.
• Enable on-time delivery of Production and Launch services through provision and support of IT systems and services.
• Report on any new business requirements.
• Participate in the Continuous Improvement Process to enhance service, IT Systems, and processes.
• Assist in the development of new systems and networks.

Requirements

• High school diploma or GED and 1+ years' experience in an IT support or service role.
• Basic understanding and experience in following a framework for service delivery such as ITIL.
• Experience/knowledge of at least 2 of the following: Windows and/or Linux desktop operating systems, Windows and/or Linux server (Ubuntu/Debian) enterprise environments, virtualization technologies, public/private cloud, Active Directory and Group Policy, database and reporting technologies (MS SQL, Power BI, MySQL, Tableau), modern web-based applications, security frameworks and technology (ISO 27001, NIST 800-171, IPSEC, SSL VPNs, firewalls), cloud-based technologies (Azure, AWS, O365).

Nice-to-haves

• Strong organization skills with the ability to delegate tasks, set clear goals, and deadlines.
• Experience working in a high-tech fast-paced industry such as semiconductor or aerospace supporting hardware/software engineers, labs, and manufacturing.
• Excellent verbal and written communication skills.
• Excellent problem-solving and analytical skills, able to see the big picture and make appropriate decisions.
• Outstanding attention to detail.
• Ability to communicate and present complex and technical concepts to a general audience.
• Exceptional multitasking abilities, displaying excellent time management skills and ability to work under pressure.

Benefits

• Top tier medical HMO, PPO & a 100% company-sponsored HSA plan option
• Dental and vision coverage
• Tiered PTO starting at 2 weeks, fully accrued on the first day of employment
• 11 paid holidays per year
• Flexible spending and dependent care savings accounts
• Paid parental leave
• Disability insurance
• Life insurance
• Access to a 401(k) retirement plan with company match
• Discounted employee stock purchase program
• Flex schedule
• Free breakfast and lunch catered 2x/week
• Free snacks/drinks