IT Support Specialist

1 day ago

Silver Spring, Maryland, United States Rocket Lab Full time
About Rocket Lab

Rocket Lab is a global leader in launch and space systems, enabling some of the most ambitious and vital space missions globally. Our Electron rocket has provided reliable access to orbit since 2018, becoming one of the most frequently launched rockets in the world.

We're on a mission to unlock the potential of space to improve life on Earth, but that's not an easy task. It takes hard work, determination, relentless innovation, teamwork, grit, and an unwavering commitment to achieving what others often deem impossible.

IT Support Specialist Role

The 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.
  • Helps with 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; the ongoing effort to improve our 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 below:
    • 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.
  • Security frameworks and technology: ISO 27001, NIST, IPSEC, SSL VPNs, firewalls, etc.
  • Cloud-based technologies: Azure, AWS, O365, etc.
Preferred Qualifications:
  • 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 semi-conductor or aerospace industries 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, make connections, and appropriate decisions.
  • Outstanding attention to detail.
  • Ability to communicate and present complex and technical concepts and ideas to a general audience.
  • Being an exceptional multitasker, displaying excellent time management skills and ability to work under pressure.
Additional Requirements:
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to focus.
  • Regularly required to sit, use hands and fingers, operate computer keyboard and controls, and communicate verbally and in writing.
  • Must be physically able to commute to buildings.
  • Occasional exposure to dust, fumes, and moderate levels of noise.

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