IT Support Specialist
About The Position
Hermeus is a venture-backed defense aviation company reclaiming the lost art of rapid iterative prototyping to build the fastest aircraft in the world today. By prioritizing relentless hardware iteration, we deliver high-speed systems at the pace of the modern battlefield. We work with the Department of War to provide the high-speed capabilities our nation and its allies need to maintain a durable, asymmetric advantage. This role is a hands-on, onsite IT Support position focused on delivering reliable day-to-day service desk support to employees in a fast-paced environment. The individual will serve as a first point of contact for technical issues, providing troubleshooting and support across end-user devices, Microsoft enterprise tools, and basic networking needs while following established procedures and documentation. Success in this role requires strong customer service skills, a willingness to learn, and consistent onsite presence to support hardware, secure environments, and in-person user needs.
Requirements
- 2+ years of progressive IT support or service desk experience supporting end users.
- Hands-on experience supporting Windows Desktop, Azure Active Directory / Entra ID, Microsoft Intune, and Microsoft 365.
- Strong experience supporting macOS environments; Linux experience or working knowledge preferred.
- Basic understanding of networking fundamentals, including LAN/WAN, VPNs, and Wi-Fi, with the ability to troubleshoot using established procedures.
- Experience managing service desk tickets while troubleshooting hardware, software, operating system, and endpoint issues.
- Strong customer service, communication, and problem-solving skills with the ability to explain technical concepts to non-technical users.
- Experience performing root cause analysis and contributing to operational or service desk process improvements.
- Ability and willingness to work onsite in Hawthorne and El Segundo, CA (primarily Hawthorne) with reliable attendance. Schedule is Monday-Friday, 7:00 AM-4:00 PM, (hybrid eligible for one work-from-home day).
Nice To Haves
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Experience with Jira, NinjaOne, Slack, and RoboMQ (Hire to Retire).
- Experience contributing to service desk or IT operations process improvements.
- Familiarity with ITIL or IT service management best practices.
- Experience working in a fast-paced startup environment.
Responsibilities
- Provide hands-on service desk support, including ticket intake, prioritization, troubleshooting, documentation, and resolution of end-user technical issues.
- Troubleshoot and support hardware, software, and operating system issues across Windows (primary), macOS, and Linux environments.
- Deploy, configure, and support desktops, laptops, mobile devices, peripherals, copiers, and endpoint management solutions.
- Administer and support Microsoft enterprise technologies, including Windows Desktop, Azure Active Directory / Entra ID, Microsoft Intune, and Microsoft 365 (Exchange, Teams, OneDrive, and SharePoint).
- Troubleshoot basic networking issues, including LAN/WAN connectivity, VPN access, and Wi-Fi, following established procedures.
- Support conference room AV systems and company events requiring onsite technical support.
- Collaborate with IT team members to resolve escalated or cross-functional technical issues.
- Perform root cause analysis, maintain technical documentation, and contribute to continuous improvement of service desk processes and knowledge base articles.
- Ensure compliance with information security, export control, and data privacy requirements.
Benefits
- 100% employer-paid health care
- 401k & retirement plans
- Weekly paid office lunches
- Fully stocked breakrooms
- Stock options
- Paid Parental Leave
- Flexible PTO (exempt) and generous accrued PTO (non-exempt), plus 12 federal holidays off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
