IT Support Specialist

About the Company

Hermeus is a venture-backed defense aviation company that pioneers rapid iterative prototyping, aiming to create the world's fastest aircraft. Working closely with the Department of War, they focus on delivering high-speed systems to maintain the strategic advantage for the nation and its allies.

Role Overview

This IT Support Specialist role is a hands-on, onsite position based primarily in Hawthorne, CA. The successful candidate will be the frontline resource for resolving technical issues encountered by employees, ensuring effective support for hardware, software, and networking within a fast-paced environment. This role demands excellent customer service skills, technical troubleshooting capabilities, and a consistent onsite presence to support secured infrastructures and direct user assistance.

Key Responsibilities

• Deliver comprehensive service desk support including ticket handling, prioritization, diagnosis, documentation, and resolution of technical problems reported by end users.
• Troubleshoot and maintain hardware, software, and operating systems primarily on Windows, with additional support for macOS and Linux.
• Manage deployment and configuration of desktops, laptops, mobile devices, peripherals, copiers, and endpoint management tools.
• Administer Microsoft enterprise solutions including Windows Desktop, Azure Active Directory/Entra ID, Microsoft Intune, and Microsoft 365 applications (Exchange, Teams, OneDrive, SharePoint).
• Conduct basic network troubleshooting covering LAN/WAN connectivity, VPN access, and Wi-Fi, using established protocols.
• Support audiovisual systems in conference rooms and provide technical assistance during company events requiring onsite presence.
• Work collaboratively with IT team members to solve escalated and cross-departmental issues.
• Perform root cause investigations, maintain comprehensive technical documentation, and support service desk process improvement initiatives and knowledge base content enhancement.
• Ensure strict adherence to information security, export control regulations, and data privacy standards.

Candidate Qualifications

• Minimum of two years of progressive experience in IT support or service desk roles providing end-user assistance.
• Proficient hands-on experience supporting Windows Desktop environments along with Azure Active Directory/Entra ID, Microsoft Intune, and Microsoft 365 tools.
• Strong familiarity with macOS systems; knowledge or experience with Linux preferred.
• Basic networking knowledge including LAN/WAN, VPN, and Wi-Fi troubleshooting capabilities.
• Experience managing service tickets and resolving diverse technical issues involving hardware, software, OS, and endpoints.
• Excellent communication, problem-solving skills, and ability to translate technical information to non-technical users.
• Demonstrated capability in conducting root cause analysis and contributing to service desk or operational process improvements.
• Willingness to work onsite Monday through Friday, 7:00 AM to 4:00 PM, mainly at Hawthorne with hybrid eligibility for one remote day per week.

Preferred Credentials

• Bachelor's degree in Information Technology, Computer Science, or related fields, or equivalent work experience.
• Familiarity with tools such as Jira, NinjaOne, Slack, and RoboMQ (Hire to Retire processes).
• Experience with ITIL or IT service management best practices.
• Background working in dynamic startup settings.

Compensation and Benefits

The salary ranges from $72,770 to $106,260 annually, subject to evaluation based on job responsibilities, qualifications, and market conditions. The total reward package includes a competitive base salary, equity options, potential year-end bonuses, and comprehensive benefits such as:

• Fully employer-covered healthcare
• 401(k) and retirement plans
• Weekly paid office lunches
• Well-stocked breakrooms
• Stock options
• Paid parental leave
• Flexible paid time off for exempt employees and substantial accrued leave for non-exempt employees, with 12 federal holidays off

Compliance and Equal Opportunity

The role requires the candidate to be classified as a "U.S. person" under export control regulations to access sensitive information and technology, including U.S. citizens, nationals, lawful permanent residents, asylees, and refugees as defined by 22 C.F.R. 120.62.

Hermeus is committed to equal employment opportunities, making hiring decisions based purely on merit, experience, and qualifications without discrimination based on race, gender, religion, national origin, disability, age, sexual orientation, or other protected statuses.

Data and Recruitment Process

The company employs artificial intelligence tools as support in reviewing applications and analyzing candidates; however, final hiring decisions rest with human recruiters, ensuring fairness and transparency in the recruitment process.