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 but eliminates the work behind them, automating manual processes with PowerShell, replacing one-off fixes with repeatable procedures, and maturing how IT operates as 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 Atlanta, GA office. Two shifts are available, 7:00am to 4:00pm or 9:00am to 6:00pm, with flexibility based on team coverage. After 60 days, you are eligible for one fixed work-from-home day per week (Mondays). Travel to other Hermeus sites runs roughly one to two trips per quarter 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.
- 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 (NinjaOne or 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 and maintain PowerShell automation for provisioning, reporting, configuration drift remediation, and bulk administrative tasks (Python/Bash a plus).
- 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 / RoboMQ or 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.
- 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 and maintain accurate SOPs for supported systems and recurring procedures.
- Identify manual, repetitive, or undocumented processes and mature them into automated, repeatable workflows as the company scales.
Endpoint & Device Management
Identity, Security & Compliance
Collaboration & Continuous Improvement
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.
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
#LI-JC3
Skills Required
- 5+ years of progressive IT support or systems support experience in an end-user or service desk environment
- Experience supporting Windows, macOS, and Linux
- Working knowledge of LAN/WAN, VPN, DNS, DHCP, and wireless troubleshooting
- Hands-on experience with Windows Server and Microsoft 365
- Experience configuring Microsoft Intune policies and enrolling devices at scale
- Experience administering hybrid Active Directory and Entra ID, including Group Policy, Conditional Access, and MFA
- Demonstrated PowerShell proficiency and production experience automating manual processes
- Process-oriented support experience, including documentation, procedure standardization, root cause analysis, and operational improvement
- Ability to manage high-volume ticket workloads and resolve complex technical issues
- Clear communication with non-technical users and experience mentoring junior staff
- Ability to work onsite in Atlanta, Georgia with reliable attendance
- Participation in a weekly on-call rotation
- Ability to travel one to two times per quarter
- Experience in aerospace, defense, a regulated industry, an MSP, a startup, or another fast-paced environment
- Experience with GitLab or other version control and CI/CD pipelines
- Experience with Ansible or configuration management tooling
- Experience with NinjaOne or comparable RMM, Apple Business Manager, Jira Service Management, and identity lifecycle automation tools
- Experience supporting Azure and/or AWS and virtualized infrastructure
- 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
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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