Senior IT Support Specialist

Hermeus; Los Angeles (CA); On-site; USD 104,000 - 127,000; Full time

Benefits offered by this job

Health & Wellness benefits

Equity & 401(k)

Paid parental leave & holidays

Office lunches & breakrooms

Job summary

Hermeus is seeking a Senior IT Support Specialist to lead daily IT operations, mentor staff, and own the technical layer beneath the service desk. You will automate repetitive tasks with PowerShell and partner with Cyber, Networking, and People teams to scale IT services.

The role is on-site at our Los Angeles office with two shift options and travel to other Hermeus sites as needed. You will report to the IT Service Desk Manager and work across Windows, macOS, and Linux environments.

Qualifications

• 5+ years of progressive IT support or systems support in end-user/service desk environments.
• Experience with Windows, macOS, Linux; strong LAN/WAN, VPN, DNS, DHCP, wireless troubleshooting.
• Proven PowerShell proficiency with automated production workflows (Python/Bash a plus).
• Document and standardize procedures; own root-cause analysis and drive improvements.

Responsibilities

• Provide senior-level, hands-on IT service desk support and incident resolution.
• Troubleshoot complex hardware, software, and OS issues across Windows, macOS, Linux.
• Serve as senior escalation point; drive issues to closure with vendors/engineering.
• Own problem management: root-cause analysis and corrective actions.
• Participate in weekly on-call rotation for critical incidents and campaigns.
• Mentor and develop junior IT staff through coaching and knowledge sharing.
• Own endpoint management, identity, security, and compliance tasks.
• Collaborate with Cyber, Networking, and People teams; maintain knowledge base and SOPs.
• Identify manual processes and drive automation to scalable workflows.

Skills

PowerShell scripting

Windows/macOS/Linux administration

Ticketing & service management

Automation & scripting (Python/Bash)

Education

Bachelor's degree in IT/CS or related

Tools

NinjaOne

Apple Business Manager

Jira Service Management

Hire2Retire / RoboMQ

Ansible

GitLab CI/CD

Job description

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.

About The Role:

As a Senior IT Support Specialist, you will be a senior individual contributor and the hands‑on technical anchor for daily IT operations. You will resolve the issues no one else can, mentor junior staff, and own the technical layer beneath the service desk: endpoint management, identity, and endpoint security. We are looking for someone who does not just close tickets buteliminatesthe work behind them, automating manual processes with PowerShell, replacing one-off fixes with repeatable procedures, and maturing how IToperatesas we scale. You will partner closely with our Cyber, Networking, and People teams on work that crosses team boundaries.

This role reports to the IT Service Desk Manager and is based on site at our Los Angeles office. Two shifts are available, 7:00am to 4:00pm or 9:00am to 6:00pm, with flexibility based on team coverage. Candidates are expected to travel to other Hermeus sites to support projects and operations.

Responsibilities

• Service Desk & Escalations

  • Provide senior‑level, hands‑on support for daily service desk operations, including ticket intake, prioritization, documentation, and resolution.
  • Troubleshoot and resolve complex hardware, software, and operating system issues across Windows, macOS, and Linux.
  • Serve as the senior technical escalation point for issues the team cannot resolve, driving them to closure before engaging vendors or engineering.
  • Own problem management: run root cause analysis on recurring and high‑impact issues and drive corrective actions to completion.
  • Participate in a weekly on‑call rotation as the after‑hours escalation point for critical incidents, maintenance windows, and test campaigns.
  • Mentor and develop junior IT support staff through ticket review, coaching, and knowledge transfer.

  Endpoint & Device Management

  • Own endpoint management for the Windows and macOS fleet: Intune policy, Autopilot, golden image maintenance, compliance policies, and patch rings.
  • Administer Apple Business Manager for macOS enrollment, app distribution, and configuration profiles.
  • Administer RMM tooling (NinjaOneor equivalent) for monitoring, patching, scripted remediation, and software deployment.
  • Deploy, configure, and support desktops, laptops, mobile devices, peripherals, conference room AV equipment, and office copiers and printers.
  • Own IT asset lifecycle, software license tracking and renewals, and vendor coordination for support cases, RMAs, and orders.
  • Write andmaintainPowerShell automation for provisioning, reporting, configuration drift remediation, and bulk administrative tasks (Python/Bash a plus).

  Identity, Security & Compliance

  • Administer hybrid identity: on‑premises Active Directory, Entra ID, directory synchronization, Group Policy, Conditional Access, and MFA.
  • Administer Microsoft 365 (Exchange, Teams, OneDrive, SharePoint) and supporting Windows Server systems.
  • Own technical onboarding and offboarding end to end, partnering with the People team to streamline and automate it through identity lifecycle tooling (Hire2Retire /RoboMQor equivalent).
  • 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.

  Collaboration & Continuous Improvement

  • Troubleshoot foundational networking issues (LAN/WAN, VPN, DNS, DHCP, wireless) and partner with the Networking team on escalations, coverage issues, and site changes.
  • Act as a trusted IT partner to engineering, manufacturing, and business teams.
  • Own the knowledge base andmaintainaccurateSOPs for supported systems and recurring procedures.
  • Identify manual, repetitive, or undocumented processes and mature them into automated, repeatable workflows as the company scales.

Requirements

• 5+ years of progressive IT support or systems support experience in an end‑user or service desk environment, supporting Windows, macOS, and Linux, with a solid working understanding of LAN/WAN, VPN, DNS, DHCP, and wireless troubleshooting.
• Hands‑on experience across the Microsoft stack: 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 manual processes you have automated in a production environment (Python and/or Bash a plus).
• Process‑oriented approach to support work, with a track record of documenting and standardizing procedures, owning root cause analysis, and driving operational improvements to completion.
• Proven ability to manage a high‑volume ticket workload while personally handling the most complex issues, communicating clearly with non‑technical users, and mentoring junior staff.
• Ability to work onsite in Atlanta, GA with reliable and predictable attendance, participate in a weekly on‑call rotation, and travel one to two times per quarter.

Preferred Skills & Experience

• Experience in aerospace, defense, or another highly regulated industry, or in an MSP, startup, or other fast‑paced high‑growth environment.
• Version control and CI/CD pipelines (GitLab preferred) and configuration management tooling such as Ansible for managing scripts and configuration as code.
• Hands‑on experience with our tooling or close equivalents: 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 (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, and familiarity with ITIL or service management best practices.

Physical Requirements

This is a hands‑on role supporting physical hardware in office, manufacturing, and test environments. With or without reasonable accommodation, it requires lifting, carrying, and positioning equipment weighing up to 20 pounds; bending, kneeling, crouching, and reaching in confined spaces such as under desks and inside network closets to run and trace cabling; and moving throughout the facility, including manufacturing and test areas, to support users and equipment.

$103,950 - $127,050 a year

The salary range listed for this role is intended as a general guideline. Final compensation will be determined based on a variety of factors, including role scope and responsibilities, relevant experience, education and training, key skills, market data, and business needs.

At Hermeus, compensation is only one part of our total rewards package. We offer competitive pay, equity, and a range of benefits designed to support our team.

Benefits:

• Health & Wellness: 100% employer‑paid healthcare and pet insurance
• Financial: Competitive pay, stock options, 401(k) retirement plan, and potential year‑end bonuses
• Time Off: Paid parental leave, 12 federal holidays, unlimited PTO for exempt employees, and generous accrued PTO for non‑exempt employees
• Office Perks: Weekly paid office lunches and fully stocked breakrooms

U.S. EXPORT CONTROL COMPLIANCE STATUS

The person hired will have access to information and items subject to U.S. export controls, and therefore, must either be a “U.S. person” as defined by 22 C.F.R. § 120.62 or otherwise eligible for deemed export licensing. US persons include U.S. citizens, U.S. nationals, lawful permanent residents (green card holders), and asylees and refugees with such status granted, not pending.

EQUAL OPPORTUNITY

Hermeus is an Equal Opportunity Employer. Employment decisions at Hermeus are based solely on merit, competence, and qualifications, without regard to race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.#LI-JC3