Senior IT Support Specialist

Rocket Lab USA - Middle River, MD

Full-time - Mid Level

Middle River, MD

Transportation Equipment Manufacturing

About the position

The Senior IT Support Specialist at Rocket Lab is responsible for managing the IT Service Desk and providing high-quality technical support to various teams within the organization. This role involves ensuring efficient delivery of IT services, maintaining compliance with information security standards, and contributing to continuous improvement processes. The position requires effective communication and problem-solving skills to support the company's IT systems and operations.

Responsibilities

• Manage the IT Service Desk queue and day-to-day functions to ensure efficient delivery of IT services.
• Provide quality IT support by interacting positively with staff, answering inquiries, and handling complaints effectively.
• Track and update support desk tickets including Incident, Request, Problem, and Change tickets.
• Provide assistance, training, and guidance to new starters, improving the onboarding process.
• Conduct problem research and documentation to provide workarounds and fixes.
• Enable on-time delivery of Production and Launch services through IT systems support.
• Report on new business requirements and participate in the Continuous Improvement Process.
• Assist in the development of new systems and networks.

Requirements

• High school diploma or GED and 5+ years of experience in an IT support or service role.
• Basic understanding and experience in following a framework for service delivery such as ITIL.
• Experience with Windows and/or Linux desktop operating systems.
• Knowledge of Windows and/or Linux server (Ubuntu/Debian) enterprise environments.
• Familiarity with virtualization technologies and public/private cloud.
• Experience with Active Directory and Group Policy.
• Knowledge of database and reporting technologies such as MS SQL, Power BI, MySQL, Tableau.
• Experience with modern web-based applications including hosting, troubleshooting, and security.
• Familiarity with security frameworks and technology such as ISO 27001, NIST 800-171, IPSEC, SSL VPNs, and firewalls.
• Experience with cloud-based technologies like Azure, AWS, and O365.

Nice-to-haves

• Strong organizational skills with the ability to delegate tasks and set clear goals.
• Experience in a high-tech fast-paced industry such as semiconductor or aerospace.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Outstanding attention to detail.
• Ability to communicate complex technical concepts to a general audience.
• Exceptional multitasking and time management skills.

Benefits

• Competitive salary
• Health insurance
• 401k plan
• Paid time off
• Professional development opportunities