People Matter

IT Support Specialist

Rocket Lab

Rocket Lab

IT, Customer Service
Wallops Island, VA, USA
Posted on Thursday, November 2, 2023

About The Role

Rocket Lab

Rocket Lab is a vertically integrated provider of small launch services, satellites, and spacecraft components. Our mission is to open access to space to improve life on Earth. Our team is over 1,500 people strong and we’re 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.


Located onsite at our Launch Complex 2, in Wallops Island, VA facility, 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 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.


  • 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.


  • 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 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.


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


  • Ability to travel and communicate outside of work hours.
  • Must be able to work extended hours and/or weekends as needed.

Important information:


To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR), Rocket Lab Employees must be a U.S. citizen, lawful U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum, or be eligible to obtain the required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce, as applicable. Learn more about ITAR here.

Rocket Lab provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment at Rocket Lab, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Applicants requiring a reasonable accommodation for the application/interview process for a job in the United States should contact Giulia Biow at dedicated resource is intended solely to assist job seekers with disabilities whose disability prevents them from being able to apply/interview. Only messages left for this purpose will be considered. A response to your request may take up to two business days.



For security reasons background checks will be undertaken prior to any employment offers being made to an applicant.  These checks will include nationality checks as it is a requirement of this position that you be eligible to access equipment and data regulated by the United States' International Traffic in Arms Regulations. 

Under these Regulations, you may be ineligible for this role if you do not hold citizenship of Australia, Japan, New Zealand, Switzerland, the European Union or a country that is part of NATO, or if you hold ineligible dual citizenship or nationality.  For more information on these Regulations, click here ITAR Regulations.


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