SENIOR IT SUPPORT SPECIALIST

Based onsite at Rocket Lab's Middle River, MD facility, 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 is 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. This is carried out via on site desktop support, phone, IM, and email. You'll also be responsible for ensuring that systems are compliant with applicable standards to maintain robust information security in accordance with PSR and NIST 800-171.

WHAT YOU'LL GET TO DO:

• Provide quality IT support and service by interacting positively with our staff, answering inquiries, and effectively handling complaints.
• Is an expert in finding a way to say yes.
• 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.
• Provide assistance, training and guidance to new starters.
• 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.

YOU'LL BRING THESE QUALIFICATIONS:

• High school diploma or GED and 5 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 some 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 800-171, IPSEC, SSL VPNs, firewalls, etc.
• Cloud based technologies: Azure, AWS, O365, etc.

THESE QUALIFICATIONS WOULD BE NICE TO HAVE:

• 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.