It Support Specialist

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.

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 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
• Azure Active Directory / Entra ID
• Microsoft Intune
• Microsoft 365 (Exchange, Teams, OneDrive, SharePoint)
• Assist with troubleshooting common networking issues such as basic LAN/WAN connectivity, VPN access, and Wi-Fi connectivity, following established procedures and documentation
• 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 ATL, GA to support hardware, secure environments, and in-person user needs. Hybrid eligibility for one work-from-home day as well. Hours are 7a-4p

Minimum Requirements:

• 2+ years of progressive IT support or systems support experience in an end-user or service desk environment
• Well-versed, hands-on experience with Windows desktop, Azure/EntraID, and Microsoft 365
• Strong experience supporting macOS environments
• Linux experience preferred; working knowledge or exposure required
• Basic understanding of networking fundamentals (e.g., LAN/WAN concepts, VPNs, and Wi-Fi) with the ability to follow documented troubleshooting procedures
• 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 ATL, GA, with reliable and predictable attendance. Hours are Monday through Friday, 7am to 4pm 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
• 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

The salary information provided is a general guideline only. Hermeus takes various factors into account, including, but not limited to, the position's scope and responsibilities, the candidate's professional background, education and training, essential skills, and market and business considerations, when presenting a job offer.  Compensation is only one part of our total rewards package. Hermeus offers competitive salary and equity, unlimited PTO policy, generous parental leave, potential for year-end bonuses, and more!

• 100% employer-paid health care
• 401k & retirement plans
• Unlimited PTO
• Weekly paid office lunches
• Fully stocked breakrooms
• Stock options
• Paid Parental Leave