Senior IT Support Specialist

Rocket Lab USA - Middle River, MD

Full-time - Mid Level

Middle River, MD

Transportation Equipment Manufacturing

About the position

Rocket Lab is a global leader in launch and space systems, and the Senior IT Support Specialist plays a crucial role in ensuring that our IT services run smoothly and efficiently. Based onsite at Rocket Lab's Middle River, MD facility, this position involves managing the IT Service Desk queue and executing day-to-day Service Desk functions to provide effective IT support. The successful candidate will work closely with the IT Support Team Lead and will be responsible for delivering world-class support to our teams, ensuring that all IT systems are compliant with applicable standards, particularly in terms of information security as per PSR and NIST 800-171. In this role, you will interact positively with staff, addressing inquiries and effectively handling complaints to provide quality IT support. You will track and update support desk tickets, assist with onboarding new starters, and contribute to the Continuous Improvement Process aimed at enhancing our IT services and systems. Your expertise will be vital in enabling the timely delivery of production and launch services through the provision and support of IT systems and services. Additionally, you will assist in the development of new systems and networks, ensuring that our IT infrastructure remains robust and reliable. The position requires a proactive approach to problem-solving and a commitment to maintaining high standards of service delivery. You will be expected to provide training and guidance to new employees, helping to improve their onboarding experience and ensuring they are well-equipped to utilize our IT systems effectively. This role is essential in supporting Rocket Lab's mission to unlock the potential of space and improve life on Earth, and it offers a unique opportunity to be part of a pioneering team in the aerospace industry.

Responsibilities

• Manage the IT Service Desk queue and carry out day-to-day Service Desk functions.
• 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, improving the onboarding process.
• Conduct problem research and documentation to provide workarounds and fixes.
• Enable on-time delivery of Production and Launch services through the 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 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/knowledge of Windows and/or Linux desktop operating systems.
• Experience/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: MS SQL, Power BI, MySQL, Tableau, etc.
• Experience with modern web-based applications including hosting, troubleshooting, and security.
• Familiarity with security frameworks and technology: ISO 27001, NIST 800-171, IPSEC, SSL VPNs, firewalls, etc.
• Experience with cloud-based technologies: Azure, AWS, O365, etc.

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.