Responsibilities:
- Provide hands-on support for day-to-day service desk operations, including ticket intake, prioritization, documentation, and resolution.
- Troubleshoot and resolve hardware, software, and operating system issues across Windows (primary), macOS (preferred), and Linux (experience strongly preferred; exposure acceptable).
- Deploy, configure, and support desktops, laptops, mobile devices, peripherals, and endpoint management solutions.
- Support and administer Microsoft enterprise environments, including:
- Windows desktop
- Azure Active Directory / Entra ID
- Microsoft Intune
- Microsoft 365 (Exchange, Teams, OneDrive, SharePoint)
- Assist with troubleshooting common networking issues such as basic LAN/WAN connectivity, VPN access, and Wi-Fi connectivity, following established procedures and documentation.
- Assist with escalations and collaborate with other IT team members to resolve complex or cross-functional issues.
- Contribute to continuous improvement of service desk workflows, documentation, and support processes.
- Perform root cause analysis on recurring issues and recommend practical improvements.
- Maintain accurate documentation, SOPs, and knowledge base articles.
- Ensure compliance with information security, export control, and data privacy requirements.
- Deliver professional, responsive, and customer-focused IT support both in person and remotely.
- Maintain consistent, full-time onsite presence in ATL, GA to support hardware, secure environments, and in-person user needs. Hybrid eligibility for one work-from-home day as well. Hours are 7a-4p.
Minimum Requirements:
- 2+ years of progressive IT support or systems support experience in an end-user or service desk environment.
- Well-versed, hands-on experience with Windows desktop, Azure/EntraID, and Microsoft 365.
- Strong experience supporting macOS environments.
- Linux experience preferred; working knowledge or exposure required.
- Basic understanding of networking fundamentals (e.g., LAN/WAN concepts, VPNs, and Wi-Fi) with the ability to follow documented troubleshooting procedures.
- Proven ability to manage service desk tickets while handling complex technical issues.
- Strong customer service mindset with the ability to communicate technical concepts clearly to non-technical users.
- Experience performing root cause analysis and contributing to operational improvements.
- Ability and willingness to work onsite in ATL, GA, with reliable and predictable attendance. Hours are Monday through Friday, 7am to 4pm for this role.
Preferred Skills and Experience:
- Ability to obtain and maintain a Top Secret security clearance.
- Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Experience supporting cloud platforms and virtualized infrastructure (Azure and/or AWS).
- Experience contributing to service desk or IT operations process improvements.
- Familiarity with ITIL or service management best practices.
Top Skills
What We Do
Hermeus is a high-speed aircraft manufacturer focused on the rapid design, build, and test of high-Mach and hypersonic aircraft for the national interest. Working directly with the Department of Defense, Hermeus delivers capabilities that will ensure that our nation, and our allies, maintain an asymmetric advantage over any and all potential adversaries.
Utilizing an integrated, hardware-rich, iterative development approach to aircraft design and build, Hermeus aims to deliver advanced air power at a pace not seen in the U.S. since the 1950s. Hermeus’ current Quarterhorse Program is actively unlocking unmanned high-speed flight. One program, four aircraft – each purpose-built to unlock a specific technical challenge, advance learnings, and incrementally de-risk critical technology in the pursuit of hypersonic aircraft.
Today, Hermeus is building its second Quarterhorse vehicle, Mk 2, after having designed, built, and flight tested its predecessor, Mk 1, in 18 months. Capable of reaching speeds of Mach 3+, Quarterhorse Mk 2 will be the fastest uncrewed military aircraft in service for national defense. The final iteration of Quarterhorse, Mk 4, will be capable of transitioning from turbofan to ramjet mode utilizing a Hermeus-developed turbine-based combined cycle (TBCC) propulsion system to achieve sustained speeds of Mach 5+.
Hermeus' approach of build-fly-build lays the groundwork for unlocking hypersonic flight at a pace and cost previously deemed impossible. America needs fast planes fast – and Hermeus is delivering them.
Why Work With Us
We prioritize hardware and people. Cutting-edge technology is only made possible by bringing together a world-class team. At Hermeus, you will be challenged – but also empowered. We encourage calculated risks taking and learning from our mistakes. Iteration is the name of the game.
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