Senior IT Support Analyst I

Rocket Lab•Middle River, MD

1d•Onsite

About The Position

As a Senior IT Support Analyst I based onsite at Rocket Lab’s Middle River, MD office, you will work closely with the IT Client Services Lead, and multiple IT teams, including Infrastructure and Launch, in a fast-paced and dynamic environment. You will be the senior on-site support person for the staff at this location. You will support on-site IT infrastructure – clients, servers and network – as well as for the staff and Launch Engineers/Technicians. This position will suit someone who is seeking autonomy and ownership over their own facility, while having the support of the wider IT team to collaborate on technical solutions. A natural curiosity, strong engineering judgement and a drive to continuously learn are essential. This is an opportunity to keep critical systems running for real space technology programs and contribute to missions that are literally reaching for the stars.

Requirements

5+ years' experience in IT support, systems or infrastructure roles, with a STEM degree or equivalent technical background, including demonstrable time operating with limited onsite supervision
Working knowledge of a service delivery framework such as ITIL, and practical experience with formal Change, Incident, Problem and Configuration management
Experience across most, and deep capability in at least three, of the following: Windows and Linux desktop and server operating systems (including imaging, ongoing maintenance, patching, troubleshooting)
PC and server hardware, including build, repair, upgrade and component-level diagnosis
Networking (switching, VLANs, routing basics, TCP/IP, DNS, DHCP, wireless, PoE, structured cabling and fibre) and troubleshooting
Scripting and automation (e.g. PowerShell, Python, Bash)
Active Directory and Group Policy
Monitoring, alerting and observability platforms
Experience owning a medium to complex, end-to-end IT project across all phases – from initial requirements gathering and planning through implementation, testing, stakeholder coordination and ongoing operational support
Familiarity with common AI platforms and the ability to write effective prompts, evaluate AI-generated outputs, and identify opportunities to leverage AI to improve service delivery and operational efficiency
Excellent problem-solving and analytical skills, with the ability to see the big picture and make connections
Ability to communicate and present complex and technical concepts and ideas to a general audience

Nice To Haves

Certifications in ITIL, CompTIA (A+/Network+/Security+), Microsoft, or a network vendor certification
Cloud-based technologies (Azure, AWS, O365)
Virtualization technologies and public/private cloud environments
Infrastructure as a Service (IaaS) and Infrastructure as Code (IaC) tools such as Ansible and Terraform
Industrial/OT environments
Video surveillance and NVR platforms, media streaming, and radio/voice comms systems
Telemetry, time-series or test data pipelines and storage
Security and compliance frameworks such as NIST 800-171, CMMC or ISO 27001
Experience in fast-paced, high-tech industries such as semiconductors or aerospace, supporting engineers, labs, manufacturing, and critical operations such as mission control, launch and test ops

Responsibilities

Carry out the day-to-day functions required to provide the efficient delivery of IT services to Rocket Lab
Track and update support desk Incident, Request, Problem, Change and Project tickets, along with related documentation
Diagnose and resolve complex IT issues independently when no runbook exists – then build one
Provide instruction, guidance, technical support and documentation to teams across the site
Provide support to Launch and Mission Operations during launch periods
Take ownership of on-site IT infrastructure, including clients, servers and network
Build strong relationships across site leadership, engineering and technician teams
Be the recognized subject matter expert for IT
Own medium to complex IT projects end-to-end and collaborate with the wider IT team on technical solutions