IT Support Specialist

Hermeus is a venture-backed defense aviation company reclaiming the lost art of rapid iterative prototyping to build the fastest aircraft in the world today. By prioritizing relentless hardware iteration, we deliver high-speed systems at the pace of the modern battlefield. We work with the Department of War to provide the high-speed capabilities our nation and its allies need to maintain a durable, asymmetric advantage.

This role is a hands-on, onsite IT Support position focused on delivering reliable day-to-day service desk support to employees in a fast-paced environment. The individual will serve as a first point of contact for technical issues, providing troubleshooting and support across end-user devices, Microsoft enterprise tools, and basic networking needs while following established procedures and documentation. Success in this role requires strong customer service skills, a willingness to learn, and consistent onsite presence to support hardware, secure environments, and in-person user needs.

Responsibilities

• Provide hands-on service desk support, including ticket intake, prioritization, troubleshooting, documentation, and resolution of end-user technical issues.
• Troubleshoot and support hardware, software, and operating system issues across Windows (primary), macOS, and Linux environments.
• Deploy, configure, and support desktops, laptops, mobile devices, peripherals, copiers, and endpoint management solutions.
• Administer and support Microsoft enterprise technologies, including Windows Desktop, Azure Active Directory / Entra ID, Microsoft Intune, and Microsoft 365 (Exchange, Teams, OneDrive, and SharePoint).
• Troubleshoot basic networking issues, including LAN/WAN connectivity, VPN access, and Wi-Fi, following established procedures.
• Support conference room AV systems and company events requiring onsite technical support.
• Collaborate with IT team members to resolve escalated or cross-functional technical issues.
• Perform root cause analysis, maintain technical documentation, and contribute to continuous improvement of service desk processes and knowledge base articles.
• Ensure compliance with information security, export control, and data privacy requirements.

Minimum Requirements

• 2+ years of progressive IT support or service desk experience supporting end users.
• Hands-on experience supporting Windows Desktop, Azure Active Directory / Entra ID, Microsoft Intune, and Microsoft 365.
• Strong experience supporting macOS environments; Linux experience or working knowledge preferred.
• Basic understanding of networking fundamentals, including LAN/WAN, VPNs, and Wi-Fi, with the ability to troubleshoot using established procedures.
• Experience managing service desk tickets while troubleshooting hardware, software, operating system, and endpoint issues.
• Strong customer service, communication, and problem-solving skills with the ability to explain technical concepts to non-technical users.
• Experience performing root cause analysis and contributing to operational or service desk process improvements.
• Ability and willingness to work onsite in Hawthorne and El Segundo, CA (primarily Hawthorne) with reliable attendance. Schedule is Monday-Friday, 7:00 AM-4:00 PM, (hybrid eligible for one work-from-home day).

Preferred Skills and Experience

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Experience with Jira, NinjaOne, Slack, and RoboMQ (Hire to Retire).
• Experience contributing to service desk or IT operations process improvements.
• Familiarity with ITIL or IT service management best practices.
• Experience working in a fast-paced startup environment.

Benefits

• 100% employer-paid health care
• 401k & retirement plans
• Weekly paid office lunches
• Fully stocked breakrooms
• Stock options
• Paid Parental Leave
• Flexible PTO (exempt) and generous accrued PTO (non-exempt), plus 12 federal holidays off

U.S. EXPORT CONTROL COMPLIANCE STATUS

The person hired will have access to information and items subject to U.S. export controls, and therefore, must either be a “U.S. person” as defined by 22 C.F.R. § 120.62 or otherwise eligible for deemed export licensing. US 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 at Hermeus 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.