Senior IT Support Specialist

Hermeus•Los Angeles, CA

1d•$103,950 - $127,050•Onsite

About The Position

Hermeus is hiring a Senior IT Support Specialist as a senior individual contributor and hands-on technical anchor for daily IT operations. The role resolves complex escalations, mentors junior staff, and owns endpoint management, identity, and endpoint security. It focuses on reducing recurring service desk work through PowerShell automation, repeatable procedures, and operational improvements as the company scales. The specialist partners with Cyber, Networking, and People teams. The position reports to the IT Service Desk Manager and is described as on site at the Los Angeles office, with two shift options: 7:00 a.m.–4:00 p.m. or 9:00 a.m.–6:00 p.m., with flexibility based on team coverage. Travel to other Hermeus sites is required. The requirements section separately specifies the ability to work onsite in Atlanta, GA, and travel one to two times per quarter. The role provides senior-level service desk support and escalation ownership; manages Windows and macOS endpoints, device enrollment, patching, security, assets, and software licenses; administers hybrid identity and Microsoft 365; and supports onboarding and offboarding. It also includes troubleshooting foundational networking issues, maintaining procedures and knowledge resources, mentoring junior staff, and improving and automating IT workflows. The position participates in a weekly on-call rotation. The role supports physical hardware in office, manufacturing, and test environments. It requires lifting, carrying, and positioning equipment weighing up to 20 pounds; bending, kneeling, crouching, and reaching in confined spaces; and moving throughout facilities, including manufacturing and test areas. The listed salary range is $103,950–$127,050 per year. Hermeus says compensation depends on factors including role scope, experience, education, skills, market data, and business needs. The company also offers competitive pay, equity, and benefits. The person hired must meet U.S. export-control eligibility requirements: 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 solid 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, with concrete examples of production processes automated; Python and/or Bash is a plus.
A process-oriented approach and a track record of 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, GA, 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 U.S. export-control eligibility requirements as described in the posting.
Ability to perform the stated physical requirements, with or without reasonable accommodation.

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, CI/CD pipelines (GitLab preferred), and configuration management tools such as Ansible.
Experience with NinjaOne or an equivalent 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.

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 resolution before engaging vendors or engineering.
Conduct root cause analysis for 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.
Manage Windows and macOS endpoints, including Intune policies, 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 and supporting Windows Server systems.
Own technical onboarding and offboarding end to end, partnering with the People team to streamline and automate identity lifecycle workflows.
Support endpoint security controls, including Microsoft Defender, BitLocker, FileVault, and encryption enforcement.
Partner with Cyber on endpoint hardening, vulnerability remediation, incident response, and 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.
Provide IT support 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 develop automated, repeatable workflows.
Travel to other Hermeus sites to support projects and operations.