IT Support Specialist

**IT & Telecomms**

**IT Support Specialist**

Job Ref: 4529997003 | Type: (a) Full-time

**About The Role**

**Rocket Lab**

Rocket Lab is the global leader in small satellite launch. Our mission is to open access to space to improve life on Earth. There are endless possibilities for what we can achieve with better access to space, and that access is now a reality thanks to Rocket Lab. Our team is 1,100 people strong and were adding to it every week. Collaboration is at our core – every idea is heard and everyone makes a difference. Teams are nimble, decisions are made quickly and we are action-oriented.

While other companies talk about it, we do it!

The IT Support Specialist, working closely with the IT Support Team Lead, manages the IT Service Desk queue and carries out the day-to-day Service Desk functions required to provide the efficient delivery of IT services to Rocket Lab. Effective communication and world class support is vital to the success of this role.

Provides 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.

Ensure that systems are compliant with applicable standards to maintain robust information security in accordance with PSR and NIST 800-171.

Service Delivery and Reporting

* Provide quality IT support and service by interacting positively with our staff, answering enquiries, 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.

Teamwork and Relationship Management

* Positive disposition and attitude even in the face of seemingly impossible challenges.

* Encouraging team members to achieve team and company goals and targets.

* The ability to develop and maintain relationships with a broad range of people of varying backgrounds, and to be adept at engaging and collaborating with those people:

* IT Manager, to ensure IT activities are in-line with corporate objectives, policies and standards;

* IT Team, to facilitate teamwork and collaboration in pursuit of common missions and mutual goals.

* Rocket Lab Staff, to deliver outstanding support of our IT systems and services.

* External IT suppliers, to ensure consistent provision of service across all sites.

Information Technology

* 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.

* 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.

Systems & Network

* Assisting staff with a wide variety of issues, systems and services used within the business.

* Assisting with basic network connectivity and wireless queries.

* Assisting with access and authentication for user accounts.

* Ability to assist and work remotely to resolve issues

* Setup and deployment of new workstations and associated hardware.

* Deploy and manage applications and desktop operating systems including updates and patching.

Security

* Ensure that systems are compliant with applicable standards to maintain robust information security in accordance with PSR and NIST 800-171.

* Log and escalate all security incidents, vulnerabilities, and other issues to the appropriate people.

* Participate in and assist with all audits, investigations, data gathering, and reporting.

* Make recommendations to improve the security of our IT systems.

Financial Management

* Assist IT Manager to ensure budgets are accurate and maintained to support financial reporting requirements.

* Assist with managing IT Software licensing and hardware items in use and in the storeroom.

* Assist with procurement and asset tracking.

Projects

* Understand the basic principles and the skills required to run a successful project.

* Contribute towards project scoping, updates, and reporting.

* Assist with implementation of any IT projects as needed.

Launch Support

* Provide live support during launch and test operations

Travel

* Domestic and international travel may be required

Health & Safety

* Role model safety culture and ensure health and safety policies and standard operating procedures are followed

* Correct PPE is worn in designated areas

Technical / Experience

* 1-2+ Years experience in a support or service role.

* Has a basic understanding and has experience in following a framework for service delivery such as ITIL.

* Experience with most and some knowledge in at least one of:

– 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.

* Strong organization skills with the ability to delegate tasks, set clear goals, and deadlines.

* Excellent verbal and written communication skills.

Action Oriented Take on new opportunities and tough challenges with purpose, urgency and discipline, by:

* Readily taking ownership and action on challenges, without unnecessary planning, and being accountable for the results

* Identifying and seizing new opportunities

* Displaying a can-do attitude in good and bad times, and celebrating success

* Stepping up to manage tough situations and encouraging colleagues to do the same

Shape the agenda, creating new and better ways for the organization to be successful, by

* Coming up with useful ideas that are new, better or unique

* Challenging the status quo

* Introducing new ways of looking at problems

* Generating and adopting new and creative ideas, and putting them into practice

* Encouraging diverse thinking to promote and nurture innovation

Proof of an approved COVID-19 vaccination status or a valid explanation as to why you are not able to get vaccinated that Rocket Lab is able to reasonably accommodated is required for employment.

**Important Information:**

*To conform to US Government space technology export regulations, applicants must be a US citizen, lawful permanent resident of the US, protected individual as defined by 8 USC 1324b(a)(3), or eligible to obtain the required authorization from the US Department of State.*

*Rocket Lab USA is an Equal Opportunity Employer, employment with Rocket Lab USA is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status*