Senior IT Support Specialist

3 weeks ago

Albuquerque, New Mexico, United States Rocket Lab Full time
About Rocket Lab

Rocket Lab is a global leader in launch and space systems. Our space systems business includes our extensive line of satellites and components that have enabled more than 1,700 missions, including the James Webb Space Telescope, NASA Psyche Mission, Artemis I, Mars Ingenuity helicopter, and more.

IT Team
Rocket Lab's IT team is responsible for how our global teams access information and run operations across our computer systems, networks, and devices. Our hardworking IT team is a group of flexible problem-solvers working in a fast-paced environment but who also thrive under the challenge of supporting all of our proprietary systems and people, from finance to launch operations.

Senior IT Support Specialist Role
The Senior IT Support Specialist will work closely with the IT Support Team Lead, managing the IT Service Desk queue and carrying out the day-to-day Service Desk functions required to provide the efficient delivery of IT services. Effective communication and world-class support are vital to the success of this role. You'll have the opportunity to provide instruction, guidance, and technical support to the different teams at Rocket Lab to deliver and support IT systems through efficient management of the IT Service Desk.

Key Responsibilities
• Provide quality IT support and service by interacting positively with our staff, answering inquiries, and effectively handling complaints.
• Track and update support desk Incident, Request, Problem, and Change, Project tickets, and other documentation.
• Provide assistance, training, and guidance to new starters. Help identify ways that we can improve our onboarding process and experience.
• 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.
• 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, etc.
• Modern web-based applications including hosting, troubleshooting, security, etc.

Cloud-Based Technologies
• Experience working in a high-tech fast-paced industry such as semi-conductor or aerospace industries supporting hardware/software engineers, labs, and manufacturing.
• Regularly required to sit, use hands and fingers, operate computer keyboard and controls, and communicate verbally and in writing.
• It takes hard work, determination, relentless innovation, teamwork, grit, and an unwavering commitment to achieving what others often deem impossible.
• Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR), Rocket Lab Employees must be a U.S. permanent resident (i.e., S. as a refugee or granted asylum, or be eligible to obtain the required authorizations from the U. Rocket Lab provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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