IT Support Technician

Rocket Lab; Los Angeles (CA); On-site; USD 10,000 - 60,000; Full time

Job summary

Rocket Lab is seeking a proactive IT Support Technician - Tier 1 to join their team in Los Angeles. As the first point of contact for technical support, you’ll play a critical role in maintaining smooth operations and providing excellent customer service. With opportunities for skills growth in a dynamic IT environment, this position is ideal for a problem-solver with a strong desire to support users in a fast-paced workplace.

Benefits

Healthcare benefits

401(k) plan

Disability coverage

Life insurance

Qualifications

• 1-2 years experience in a technical support or help desk role.
• Experience with Google Workspace (Gmail, Drive).
• Ability to multitask and manage multiple user issues.

Responsibilities

• Provide first contact technical support via various channels.
• Diagnose and resolve issues related to Windows and network connectivity.
• Assist with new user hardware setup and software installation.

Skills

Technical support

Troubleshooting

Customer service

Analytical skills

Communication

Tools

Jira Service Management

ServiceNow

Zendesk

Job description

The Company

Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world. Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with a speed, ease and convenience that is unparalleled, even online. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working and playing remarkable - giving us back our most valuable asset, time.

The Role

We are seeking a proactive and solution-oriented IT Support Technician - Tier 1 to provide foundational IT support to our internal teams. You will be the first line of defense for all technical issues, playing a critical part in maintaining smooth business operations. This role is ideal for a problem-solver who thrives on helping others and wants to grow their skills in a dynamic IT environment.

Responsibilities

• Serve as the first point of contact for technical support, responding to and triaging requests received via phone, email, and in-person walk-ups
• Diagnose and resolve technical issues related to Windows operating systems, basic network connectivity, password resets, Google Workspace (Gmail), and other standard software
• Promote IT Security best practices, such as identifying phishing attempts, strong password adherence, and enabling MFA while working with the users
• Maintain professionalism and confidentiality when handling sensitive user and system information.
• Assist with the setup, configuration, and deployment of new user hardware (laptops, monitors, peripherals) and the installation of approved software
• Meticulously log all user interactions, reported issues, and troubleshooting steps in the IT ticketing system from creation through to resolution
• Proactively communicate status updates and resolution information to end-users
• Contribute to the IT knowledge base by creating and updating documentation for common issues, solutions, and processes
• Escalate unresolved or complex issues to Tier 2/3 support, network administrators, or other appropriate IT teams in a timely manner
• Adhere to scheduled shifts and provide backup support for team members as needed to ensure consistent coverage
• Continuously develop technical skills to keep up with new technologies and support team goals
• Perform other related duties as assigned

Qualifications

• Ability to work in our Santa Monica office 4 days a week
• 1-2 years of hands-on experience in a technical support or help desk role
• Experience handling a high volume of tickets and requests
• Demonstrated proficiency in troubleshooting and resolving issues with:
  • Windows Operating Systems (current and previous versions)
  • PC and laptop hardware (configuration, component replacement, and troubleshooting)
  • Network printers and peripherals (installation and configuration)
  • Basic network connectivity (TCP/IP, Wi-Fi, VPN)
• Experience supporting users on Google Workspace (Gmail, Drive, etc.)
• Experience supporting mobile devices (iOS/Android), including configuration and email setup
• Ability to multitask with the capacity to manage and prioritize multiple user issues simultaneously
• Hands-on experience with a major IT ticketing system (e.g., Jira Service Management, ServiceNow, Zendesk)
• Strong analytical and problem-solving skills
• Strong communication and interpersonal skills, with a strong focus on customer service and the ability to explain technical concepts to non-technical users

When you join Metropolis, you’ll join a team of world-class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. Our goal is to build an inclusive culture where everyone has a voice and the best idea wins. You will play a key role in building and maintaining this culture as our organization grows. The anticipated base salary for this position is $25.00 - $32.00 hourly. The actual base salary offered is determined by a number of variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held, and the location of residence and/or place of employment. Base salary is one component of Metropolis’s total compensation package, which may also include access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, and more.

#LI-AR1 #LI-Onsite

Join us in making a difference as we build our future. Metropolis is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. Metropolis 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.