Sr IT Support Specialist

This Senior IT Support Specialist role is an onsite, hands-on position supporting daily service desk operations while owning endpoint management, identity, and endpoint security. The role also serves as a senior escalation point for complex issues and participates in weekly on-call coverage.

Location and Schedule

• Location: Los Angeles, CA (onsite)
• Onsite requirement: Ability to work onsite in Atlanta, GA with reliable and predictable attendance
• On-call: Weekly on-call rotation as the after-hours escalation point
• Travel: 1 to 2 times per quarter

Compensation

• Salary: USD 103,950 - 127,050 per year

Core Responsibilities

• 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 OS issues across Windows, macOS, and Linux.
• Act as the senior technical escalation point for issues the team cannot resolve, driving items to closure before involving vendors or engineering.
• Own problem management by conducting root cause analysis on recurring and high-impact issues and driving corrective actions to completion.
• Handle after-hours escalation during critical incidents, maintenance windows, and test campaigns as part of the weekly on-call rotation.
• Mentor junior IT support staff through ticket review, coaching, and knowledge transfer.
• Own endpoint management for the Windows and macOS fleet, including 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 the IT asset lifecycle, including software license tracking and renewals, and coordinate vendors 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 including on-premises Active Directory, Entra ID, directory synchronization, Group Policy, Conditional Access, and MFA.
• Administer Microsoft 365 services (Exchange, Teams, OneDrive, SharePoint) and supporting Windows Server systems.
• Lead technical onboarding and offboarding end to end, partnering with the People team to streamline and automate workflows via 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, ensuring compliance with information security, export control, and data privacy requirements.
• Troubleshoot networking issues (LAN/WAN, VPN, DNS, DHCP, wireless) and collaborate with the Networking team on escalations, coverage issues, and site changes.
• Serve as a trusted IT partner to engineering, manufacturing, and business teams.
• Maintain the knowledge base and keep SOPs accurate for supported systems and recurring procedures.
• Identify manual, repetitive, or undocumented processes and evolve 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.
• Solid working understanding of LAN/WAN, VPN, DNS, DHCP, and wireless troubleshooting.
• Hands-on Microsoft stack experience, including Windows Server, Microsoft 365, Intune policy configuration and device enrollment at scale, and hybrid Active Directory / Entra ID with Group Policy, Conditional Access, and MFA.
• PowerShell proficiency, with concrete production examples of automating manual processes (Python and/or Bash a plus).
• A process-oriented approach, including documenting and standardizing procedures, owning root cause analysis, and driving operational improvements to completion.
• Ability to manage high-volume ticket workloads 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 the weekly on-call rotation, and travel 1 to 2 times per quarter.

Tools and Technologies

• PowerShell, Python, Bash
• Windows, macOS, Linux
• LAN/WAN, VPN, DNS, DHCP, Wireless
• Intune, Autopilot, Apple Business Manager, NinjaOne, RMM tooling
• Active Directory, Entra ID, Group Policy, Conditional Access, MFA
• Microsoft 365 (Exchange, Teams, OneDrive, SharePoint), Windows Server
• Microsoft Defender, BitLocker, FileVault
• Hire2Retire, RoboMQ, Jira Service Management
• Top Secret security clearance
• GitLab, Ansible, Azure, AWS

Benefits

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

Preferred Skills and 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 NinjaOne or comparable RMM tooling, 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; 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.

U.S. Export Control Compliance

The person hired will have access to information and items subject to U.S. export controls. The role requires the selected individual to be a “U.S. person” as defined by 22 C.F.R. § 120.62 or otherwise eligible for deemed export licensing. U.S. 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 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.