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Hermeus is a venture-backed defense aviation company building the fastest aircraft in the world through rapid iterative prototyping. As a Senior IT Support Specialist, you will be the hands-on technical anchor for daily IT operations, resolving complex issues that junior staff cannot handle while mentoring the team and owning the technical layer beneath the service desk.
You will drive operational maturity by automating manual processes with PowerShell, replacing one-off fixes with repeatable procedures, and scaling IT operations as the company grows. This role reports to the IT Service Desk Manager and is based on-site in Atlanta with two shift options (7am–4pm or 9am–6pm). After 60 days, you are eligible for one fixed work-from-home day per week (Mondays). Quarterly travel to other Hermeus sites (1–2 trips) is expected.
Key Responsibilities:
Service Desk & Escalations: Provide senior-level hands-on support for ticket intake, prioritization, and resolution. Troubleshoot complex hardware, software, and OS issues across Windows, macOS, and Linux. Serve as the senior technical escalation point, driving issues to closure before engaging vendors. Own problem management and root cause analysis on recurring and high-impact issues. Participate in weekly on-call rotation for after-hours critical incidents and maintenance windows. Mentor and develop junior IT support staff.
Endpoint & Device Management: Own endpoint management for Windows and macOS fleets, including Intune policy, Autopilot, golden image maintenance, compliance policies, and patch rings. Administer Apple Business Manager for macOS enrollment and app distribution. Administer RMM tooling (NinjaOne or equivalent) for monitoring, patching, scripted remediation, and software deployment. Deploy and support desktops, laptops, mobile devices, peripherals, conference room AV, copiers, and printers. Own IT asset lifecycle, software license tracking, and vendor coordination. Write and maintain PowerShell automation for provisioning, reporting, configuration drift remediation, and bulk administrative tasks.
Identity, Security & Compliance: Administer hybrid identity including 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 automate through identity lifecycle tooling. Support endpoint security controls including Microsoft Defender, BitLocker, FileVault, and encryption enforcement. Partner with Cyber on endpoint hardening, vulnerability remediation, and incident response while ensuring 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. Act as a trusted IT partner to engineering, manufacturing, and business teams. Own the knowledge base and maintain accurate SOPs. Identify manual, repetitive, or undocumented processes and mature them into automated, repeatable workflows.
Physical Requirements: This hands-on role requires lifting and carrying equipment up to 20 pounds; bending, kneeling, crouching, and reaching in confined spaces such as under desks and inside network closets; and moving throughout the facility including manufacturing and test areas.
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 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 automated in production environments (Python and/or Bash a plus)
- Process-oriented approach to support work with track record of documenting and standardizing procedures, owning root cause analysis, and driving operational improvements to completion
- Proven ability to manage high-volume ticket workload while personally handling the most complex issues, communicating clearly with non-technical users, and mentoring junior staff
- Ability to work on-site in Atlanta, GA with reliable and predictable attendance, participate in weekly on-call rotation, and travel 1–2 times per quarter
- Must be a U.S. person as defined by 22 C.F.R. § 120.62 (U.S. citizen, national, lawful permanent resident, asylee, or refugee with such status granted)
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
- Hands-on experience with NinjaOne or 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 related field, or equivalent practical experience, and familiarity with ITIL or service management best practices
