The Senior IT Support Specialist will manage IT operations, provide senior-level support, mentor staff, resolve technical issues, and improve service desk processes. Must be onsite in Hawthorne, CA, with expertise in Microsoft environments and a strong focus on customer service.
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.
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 100% onsite in Hawthorne, CA 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 support for day-to-day service desk operations, including ticket intake, prioritization, documentation, and resolution.
- Troubleshoot and resolve hardware, software, and operating system issues across Windows (primary), macOS (preferred), and Linux (experience strongly preferred; exposure acceptable).
- Deploy, configure, and support desktops, laptops, mobile devices, peripherals, and endpoint management solutions.
- Support and administer Microsoft enterprise environments, including:
- Windows desktop and server systems
- Azure Active Directory / Entra ID
- Microsoft Intune
- Microsoft 365 (Exchange, Teams, OneDrive, SharePoint)
- Utilize scripting (PowerShell preferred; Python/Bash a plus) to automate routine tasks and improve operational efficiency.
- Troubleshoot and support foundational networking issues, including LAN/WAN connectivity, VPN access, DNS, DHCP, and wireless networking.
- Assist with escalations and collaborate with other IT team members to resolve complex or cross-functional issues.
- Contribute to continuous improvement of service desk workflows, documentation, and support processes.
- Perform root cause analysis on recurring issues and recommend practical improvements.
- Maintain accurate documentation, SOPs, and knowledge base articles.
- Ensure compliance with information security, export control, and data privacy requirements.
- Deliver professional, responsive, and customer-focused IT support both in person and remotely.
- Maintain consistent, full-time onsite presence in Hawthorne, CA to support hardware, secure environments, and in-person user needs.
Minimum Requirements:
- 5+ years of progressive IT support or systems support experience in an end-user or service desk environment.
- Well-versed, hands-on experience across the full Microsoft stack, including Windows desktop, Windows Server, Azure, and Microsoft 365.
- Strong experience supporting Windows environments; macOS experience preferred.
- Linux experience strongly preferred; working knowledge or exposure required.
- Scripting experience strongly preferred (PowerShell, Python, and/or Bash); understanding or exposure required at minimum.
- Foundational networking experience preferred; solid understanding of core networking concepts required.
- Proven ability to manage service desk tickets while handling complex technical issues.
- Strong customer service mindset with the ability to communicate technical concepts clearly to non-technical users.
- Experience performing root cause analysis and contributing to operational improvements.
- Ability and willingness to work onsite in Hawthorne, CA, with reliable and predictable attendance. Hours are Monday through Friday, 7:30am to 5pm for this role.
Preferred Skills and Experience:
- Ability to obtain and maintain a Top Secret security clearance.
- Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Deeper hands-on experience with IP networking and routing/switching concepts (TCP/IP, IPv4/IPv6, BGP, OSPF, and/or MPLS).
- Advanced scripting and automation experience, particularly with PowerShell.
- Experience supporting cloud platforms and virtualized infrastructure (Azure and/or AWS).
- Experience contributing to service desk or IT operations process improvements.
- Familiarity with ITIL or service management best practices.
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.
Top Skills
Azure
Bash
Dhcp
Dns
Linux
macOS
Microsoft 365
Microsoft Intune
Powershell
Python
Windows
Hermeus Los Angeles, California, USA Office
Los Angeles, CA, United States
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