About The Role:
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 4 days onsite in Atlanta, GA (1 work from home day after 60 days) 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 IT support, owning complex service desk issues and escalations through resolution while mentoring junior team members.
- Troubleshoot, deploy, configure, and support end-user hardware, software, peripherals, and operating systems across Windows, macOS, and Linux environments.
- Administer and support the Microsoft enterprise stack, including Windows desktop/server, Entra ID/Azure AD, Intune, and Microsoft 365.
- Troubleshoot foundational networking issues including LAN/WAN connectivity, VPN, DNS, DHCP, and wireless networking.
- Leverage scripting and automation, primarily PowerShell, to streamline routine tasks and improve operational efficiency.
- Perform root cause analysis and drive continuous improvements to service desk workflows, SOPs, documentation, and knowledge-base resources.
- Deliver responsive, customer-focused support while partnering across IT and maintaining information security, export control, and data privacy requirements.
- Maintain 100% onsite presence in Hawthorne, CA to support hardware, secure environments, and in-person user needs.
Requirements- 5+ years of progressive IT support, systems support, or service desk experience, including ownership of complex technical issues and escalations.
- Strong hands-on expertise across the Microsoft stack, including Windows desktop/server, Entra ID/Azure AD, Intune, and Microsoft 365.
- Strong Windows experience with working knowledge of macOS and Linux environments.
- Working scripting/automation experience, preferably PowerShell; Python or Bash experience is a plus.
- Solid understanding of networking fundamentals, including TCP/IP, LAN/WAN, VPN, DNS, DHCP, and wireless connectivity.
- Demonstrated experience with root cause analysis, service desk/process improvements, and technical documentation.
- Strong customer service and communication skills with the ability to translate technical concepts for non-technical users.
- Ability to work Atlanta, GA Monday-Friday, 7: 00 a.m.- 4:00 p.m. (1 Work from home day after 60 days)
Preferred Skills & Experience- Ability to obtain and maintain a Top Secret security clearance.
- Bachelor's degree in IT, Computer Science, or a related field, or equivalent practical experience.
- Advanced PowerShell scripting and automation experience.
- Deeper networking experience, including routing/switching concepts such as TCP/IP, IPv4/IPv6, BGP, OSPF, or MPLS.
- Experience supporting Azure/AWS and virtualized infrastructure.
- Familiarity with ITIL/service management best practices and improving IT operations or service desk processes.
$103,950 - $127,050 a year
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.
Benefits:- 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
