Senior IT Support Specialist

Rocket Lab USA • Albuquerque, NM

457d

About The Position

The Senior IT Support Specialist at Rocket Lab is responsible for managing the IT Service Desk and providing high-quality IT support to various teams within the organization. This role involves effective communication, problem-solving, and ensuring compliance with information security standards. The specialist will work closely with the IT Support Team Lead to deliver efficient IT services and support the company's operations in a fast-paced environment.

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 at least 2 of the following: Windows and/or Linux desktop operating systems, Windows and/or Linux server environments, virtualization technologies, public/private cloud, Active Directory and Group Policy, database and reporting technologies, modern web-based applications, security frameworks and technology, cloud-based technologies.

Nice To Haves

• Strong organization skills with the ability to delegate tasks and set clear goals and deadlines.
• Experience in a high-tech fast-paced industry such as semi-conductor or aerospace supporting hardware/software engineers, labs, and manufacturing.
• Excellent verbal and written communication skills.
• Excellent problem-solving and analytical skills.
• Outstanding attention to detail.
• Ability to communicate complex technical concepts to a general audience.
• Exceptional multitasking and time management skills.

Responsibilities

• Manage the IT Service Desk queue and day-to-day functions to ensure efficient delivery of IT services.
• Provide quality IT support by interacting positively with staff, answering inquiries, and handling complaints effectively.
• Track and update support desk tickets including Incident, Request, Problem, and Change tickets.
• Assist, train, and guide new starters, improving the onboarding process and experience.
• Conduct problem research and documentation to provide workarounds and fixes.
• Enable on-time delivery of Production and Launch services through IT systems support.
• Report on new business requirements and participate in the Continuous Improvement Process.
• Assist in the development of new systems and networks.

Benefits

• Competitive salary
• Health insurance
• 401k plan
• Paid time off
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Transportation Equipment Manufacturing
• Education Level: High school or GED