Senior IT Support Specialist

Hermeus•Los Angeles, CA

1d•Onsite

About The Position

Hermeus is a venture-backed defense aviation company building high-speed aircraft through rapid, iterative prototyping. The Senior IT Support Specialist is a senior individual contributor and hands-on technical anchor for daily IT operations. The role resolves complex support issues, mentors junior staff, and owns the technical layer beneath the service desk, including endpoint management, identity, and endpoint security. It focuses on eliminating recurring work through automation, repeatable procedures, and improved IT operations as the company scales. The specialist partners with Cyber, Networking, People, engineering, manufacturing, and business teams. The role reports to the IT Service Desk Manager and is described as based onsite at the Los Angeles office. The posting also states that candidates must be able to work onsite in Atlanta, Georgia. Two shifts are available: 7:00 a.m.–4:00 p.m. or 9:00 a.m.–6:00 p.m., with flexibility based on team coverage. The role includes a weekly on-call rotation and travel to other Hermeus sites, stated as one to two times per quarter. The position supports Windows, macOS, and Linux systems; endpoint and device management; hybrid identity; Microsoft 365; endpoint security and compliance; foundational networking; IT assets and vendors; and continuous improvement. Physical support takes place in office, manufacturing, and test environments. The listed salary range is $103,950–$127,050 per year. The person hired must be a U.S. person as defined by the cited regulation or otherwise eligible for deemed export licensing.

Requirements

At least 5 years of progressive IT support or systems support experience in an end-user or service desk environment.
Experience supporting Windows, macOS, and Linux, with a working understanding of LAN/WAN, VPN, DNS, DHCP, and wireless troubleshooting.
Hands-on experience with Windows Server, Microsoft 365, Intune policy configuration and device enrollment at scale, and hybrid Active Directory/Entra ID, including Group Policy, Conditional Access, and MFA.
Demonstrated PowerShell proficiency, including concrete examples of automating manual processes in a production environment.
A process-oriented approach, with experience documenting and standardizing procedures, owning root cause analysis, and completing operational improvements.
Ability to manage a high-volume ticket workload while personally handling complex issues, communicating clearly with non-technical users, and mentoring junior staff.
Ability to work onsite in Atlanta, Georgia, with reliable and predictable attendance.
Ability to participate in a weekly on-call rotation and travel one to two times per quarter.
Ability to meet the stated U.S. export control eligibility requirement.

Nice To Haves

Experience in aerospace, defense, another highly regulated industry, an MSP, a startup, or another fast-paced, high-growth environment.
Experience with version control and CI/CD pipelines; GitLab is preferred.
Experience with configuration management tooling such as Ansible for managing scripts and configuration as code.
Experience with NinjaOne or a comparable RMM platform, Apple Business Manager, Jira Service Management, and identity lifecycle automation such as Hire2Retire/RoboMQ.
Experience supporting cloud platforms and virtualized infrastructure, including Azure and/or AWS.
Ability to obtain and maintain a Top Secret security clearance.
Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Familiarity with ITIL or service management best practices.
Python and/or Bash experience.

Responsibilities

Provide senior-level hands-on support for daily service desk operations, including ticket intake, prioritization, documentation, and resolution.
Troubleshoot complex hardware, software, and operating system issues across Windows, macOS, and Linux.
Serve as the senior technical escalation point and drive issues to closure before engaging vendors or engineering.
Conduct root cause analysis of recurring and high-impact issues and drive corrective actions to completion.
Participate in a weekly on-call rotation for critical incidents, maintenance windows, and test campaigns.
Mentor junior IT support staff through ticket review, coaching, and knowledge transfer.
Own Windows and macOS endpoint management, including Intune policy, Autopilot, golden images, compliance policies, and patch rings.
Administer Apple Business Manager for macOS enrollment, app distribution, and configuration profiles.
Administer RMM tooling for monitoring, patching, scripted remediation, and software deployment.
Deploy, configure, and support desktops, laptops, mobile devices, peripherals, conference room AV equipment, copiers, and printers.
Manage the IT asset lifecycle, software license tracking and renewals, and vendor coordination for support cases, RMAs, and orders.
Write and maintain PowerShell automation for provisioning, reporting, configuration drift remediation, and bulk administrative tasks.
Administer hybrid identity, including on-premises Active Directory, Entra ID, directory synchronization, Group Policy, Conditional Access, and MFA.
Administer Microsoft 365 services, including Exchange, Teams, OneDrive, and SharePoint, as well as supporting Windows Server systems.
Own technical onboarding and offboarding, partnering with the People team to streamline and automate identity lifecycle processes.
Support endpoint security controls, including Microsoft Defender, BitLocker, FileVault, and encryption enforcement.
Partner with Cyber on endpoint hardening, vulnerability remediation, and incident response, and ensure compliance with information security, export control, and data privacy requirements.
Troubleshoot foundational LAN/WAN, VPN, DNS, DHCP, and wireless issues, and partner with Networking on escalations, coverage issues, and site changes.
Serve as a trusted IT partner to engineering, manufacturing, and business teams.
Own the knowledge base and maintain accurate SOPs for supported systems and recurring procedures.
Identify manual, repetitive, or undocumented processes and turn them into automated, repeatable workflows.