About The Role:
As a Senior IT Support Specialist, you will serve as a hands-on technical leader supporting daily IT operations while owning escalations, mentoring junior staff, and driving continuous improvement of service desk and endpoint support processes. This role is 4 days onsite in Atlanta, GA (1 work from home day after 60 days) and requires strong technical depth across Microsoft enterprise environments, Windows systems, and end-user computing, with exposure to macOS, Linux, scripting, and foundational networking.
You will be responsible for resolving complex issues, implementing tiered support models, delivering exceptional customer service, and acting as a trusted IT partner to the business.
Responsibilities
- Provide senior-level, hands-on IT support, owning complex service desk issues and escalations through resolution while mentoring junior team members.
- Troubleshoot, deploy, configure, and support end-user hardware, software, peripherals, and operating systems across Windows, macOS, and Linux environments.
- Administer and support the Microsoft enterprise stack, including Windows desktop/server, Entra ID/Azure AD, Intune, and Microsoft 365.
- Troubleshoot foundational networking issues including LAN/WAN connectivity, VPN, DNS, DHCP, and wireless networking.
- Leverage scripting and automation, primarily PowerShell, to streamline routine tasks and improve operational efficiency.
- Perform root cause analysis and drive continuous improvements to service desk workflows, SOPs, documentation, and knowledge-base resources.
- Deliver responsive, customer-focused support while partnering across IT and maintaining information security, export control, and data privacy requirements.
- Maintain 100% onsite presence in Hawthorne, CA to support hardware, secure environments, and in-person user needs.
Requirements
- 5+ years of progressive IT support, systems support, or service desk experience, including ownership of complex technical issues and escalations.
- Strong hands-on expertise across the Microsoft stack, including Windows desktop/server, Entra ID/Azure AD, Intune, and Microsoft 365.
- Strong Windows experience with working knowledge of macOS and Linux environments.
- Working scripting/automation experience, preferably PowerShell; Python or Bash experience is a plus.
- Solid understanding of networking fundamentals, including TCP/IP, LAN/WAN, VPN, DNS, DHCP, and wireless connectivity.
- Demonstrated experience with root cause analysis, service desk/process improvements, and technical documentation.
- Strong customer service and communication skills with the ability to translate technical concepts for non-technical users.
- Ability to work Atlanta, GA Monday–Friday, 7: 00 a.m.– 4:00 p.m. (1 Work from home day after 60 days)
Preferred Skills & Experience
- Ability to obtain and maintain a Top Secret security clearance.
- Bachelor’s degree in IT, Computer Science, or a related field, or equivalent practical experience.
- Advanced PowerShell scripting and automation experience.
- Deeper networking experience, including routing/switching concepts such as TCP/IP, IPv4/IPv6, BGP, OSPF, or MPLS.
- Experience supporting Azure/AWS and virtualized infrastructure.
- Familiarity with ITIL/service management best practices and improving IT operations or service desk processes.
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.
- 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
Skills Required
- 5+ years of progressive IT support, systems support, or service desk experience, including complex technical issues and escalations
- Hands-on expertise with Windows desktop/server, Entra ID/Azure AD, Intune, and Microsoft 365
- Strong Windows experience with working knowledge of macOS and Linux
- Scripting and automation experience, preferably with PowerShell
- Understanding of TCP/IP, LAN/WAN, VPN, DNS, DHCP, and wireless networking
- Experience with root cause analysis, service desk process improvement, and technical documentation
- Strong customer service and communication skills, including explaining technical concepts to nontechnical users
- Ability to work onsite in Atlanta, Georgia, Monday through Friday, 7:00 a.m. to 4:00 p.m.; one work-from-home day after 60 days
- U.S. person status or eligibility for deemed export licensing under U.S. export control regulations
- Ability to obtain and maintain a Top Secret security clearance
- Bachelor's degree in IT, Computer Science, or a related field, or equivalent practical experience
- Advanced PowerShell scripting and automation experience
- Deeper networking knowledge, including routing and switching concepts such as IPv4/IPv6, BGP, OSPF, or MPLS
- Experience supporting Azure/AWS and virtualized infrastructure
- Familiarity with ITIL and service management best practices
Hermeus Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hermeus and has not been reviewed or approved by Hermeus.
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Healthcare Strength — Healthcare is described as employer-paid for employees and dependents, including dental and vision. Feedback suggests this substantially reduces healthcare burden and strengthens overall total rewards.
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Leave & Time Off Breadth — The package includes unlimited PTO for exempt employees, generous accrued PTO for non‑exempt staff, and observed federal holidays. Feedback suggests this breadth aims to support work‑life balance.
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Equity Value & Accessibility — Stock options are guaranteed with all full‑time offers, with potential for additional grants based on performance. Feedback suggests this provides ownership upside alongside base pay and bonuses.
Hermeus Insights
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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