IT Support Specialist

<p><span data-olk-copy-source="MessageBody">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.</span></p><div><br></div><div><span data-contrast="auto">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.</span><span data-ccp-props="{}">&nbsp;</span></div><h3>Responsibilities</h3> <li>Provide hands-on service desk support, including ticket intake, prioritization, troubleshooting, documentation, and resolution of end-user technical issues.</li> <li>Troubleshoot and support hardware, software, and operating system issues across Windows (primary), macOS, and Linux environments.</li> <li>Deploy, configure, and support desktops, laptops, mobile devices, peripherals, copiers, and endpoint management solutions.</li> <li>Administer and support Microsoft enterprise technologies, including Windows Desktop, Azure Active Directory / Entra ID, Microsoft Intune, and Microsoft 365 (Exchange, Teams, OneDrive, and SharePoint).</li> <li>Troubleshoot basic networking issues, including LAN/WAN connectivity, VPN access, and Wi-Fi, following established procedures.</li> <li>Support conference room AV systems and company events requiring onsite technical support.</li> <li>Collaborate with IT team members to resolve escalated or cross-functional technical issues.</li> <li>Perform root cause analysis, maintain technical documentation, and contribute to continuous improvement of service desk processes and knowledge base articles.</li> <li>Ensure compliance with information security, export control, and data privacy requirements.</li> <h3>Minimum Requirements</h3> <li>2+ years of progressive IT support or service desk experience supporting end users.</li> <li>Hands-on experience supporting Windows Desktop, Azure Active Directory / Entra ID, Microsoft Intune, and Microsoft 365.</li> <li>Strong experience supporting macOS environments; Linux experience or working knowledge preferred.</li> <li>Basic understanding of networking fundamentals, including LAN/WAN, VPNs, and Wi-Fi, with the ability to troubleshoot using established procedures.</li> <li>Experience managing service desk tickets while troubleshooting hardware, software, operating system, and endpoint issues.</li> <li>Strong customer service, communication, and problem-solving skills with the ability to explain technical concepts to non-technical users.</li> <li>Experience performing root cause analysis and contributing to operational or service desk process improvements.</li> <li>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).&nbsp;&nbsp;</li> <h3>Preferred Skills and Experience</h3> <li>Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.</li> <li>Experience with Jira, NinjaOne, Slack, and RoboMQ (Hire to Retire).</li> <li>Experience contributing to service desk or IT operations process improvements.</li> <li>Familiarity with ITIL or IT service management best practices.</li> <li>Experience working in a fast-paced startup environment.&nbsp;</li>