Sr IT Support Specialist

About The Role:

As a Senior IT Support Specialist, you will be a senior individual contributor and the hands-on technical anchor for daily IT operations. You will resolve the issues no one else can, mentor junior staff, and own the technical layer beneath the service desk: endpoint management, identity, and endpoint security. We are looking for someone who does not just close tickets but eliminates the work behind them, automating manual processes with PowerShell, replacing one-off fixes with repeatable procedures, and maturing how IT operates as we scale. You will partner closely with our Cyber, Networking, and People teams on work that crosses team boundaries. 

This role reports to the IT Service Desk Manager and is based on site at our Atlanta, GA office. Two shifts are available, 7:00am to 4:00pm or 9:00am to 6:00pm, with flexibility based on team coverage. After 60 days, you are eligible for one fixed work-from-home day per week (Mondays). Travel to other Hermeus sites runs roughly one to two trips per quarter to support projects and operations. 

Responsibilities

• Service Desk & Escalations 

• Provide senior-level, hands-on support for daily service desk operations, including ticket intake, prioritization, documentation, and resolution. 
• Troubleshoot and resolve complex hardware, software, and operating system issues across Windows, macOS, and Linux. 
• Serve as the senior technical escalation point for issues the team cannot resolve, driving them to closure before engaging vendors or engineering. 
• Own problem management: run root cause analysis on recurring and high-impact issues and drive corrective actions to completion. 
• Participate in a weekly on-call rotation as the after-hours escalation point for critical incidents, maintenance windows, and test campaigns. 
• Mentor and develop junior IT support staff through ticket review, coaching, and knowledge transfer. 

Endpoint & Device Management 

• Own endpoint management for the Windows and macOS fleet: Intune policy, Autopilot, golden image maintenance, compliance policies, and patch rings. 
• Administer Apple Business Manager for macOS enrollment, app distribution, and configuration profiles. 
• Administer RMM tooling (NinjaOne or equivalent) for monitoring, patching, scripted remediation, and software deployment. 
• Deploy, configure, and support desktops, laptops, mobile devices, peripherals, conference room AV equipment, and office copiers and printers. 
• Own IT asset lifecycle, software license tracking and renewals, and vendor coordination for support cases, RMAs, and orders. 
• Write and maintain PowerShell automation for provisioning, reporting, configuration drift remediation, and bulk administrative tasks (Python/Bash a plus). 

Identity, Security & Compliance 

• Administer hybrid identity: on-premises Active Directory, Entra ID, directory synchronization, Group Policy, Conditional Access, and MFA. 
• Administer Microsoft 365 (Exchange, Teams, OneDrive, SharePoint) and supporting Windows Server systems. 
• Own technical onboarding and offboarding end to end, partnering with the People team to streamline and automate it through identity lifecycle tooling (Hire2Retire / RoboMQ or equivalent). 
• Support endpoint security controls including Microsoft Defender, BitLocker, FileVault, and encryption enforcement. 
• Partner with Cyber on endpoint hardening, vulnerability remediation, and incident response, and ensure compliance with information security, export control, and data privacy requirements. 

Collaboration & Continuous Improvement 

• Troubleshoot foundational networking issues (LAN/WAN, VPN, DNS, DHCP, wireless) and partner with the Networking team on escalations, coverage issues, and site changes. 
• Act as a trusted IT partner to engineering, manufacturing, and business teams. 
• Own the knowledge base and maintain accurate SOPs for supported systems and recurring procedures. 
• Identify manual, repetitive, or undocumented processes and mature them into automated, repeatable workflows as the company scales. 

Requirements

• 5+ years of progressive IT support or systems support experience in an end-user or service desk environment, supporting Windows, macOS, and Linux, with a solid working understanding of LAN/WAN, VPN, DNS, DHCP, and wireless troubleshooting. 
• Hands-on experience across the Microsoft stack: Windows Server, Microsoft 365, Intune policy configuration and device enrollment at scale, and hybrid Active Directory / Entra ID including Group Policy, Conditional Access, and MFA.
• Demonstrated PowerShell proficiency, with concrete examples of manual processes you have automated in a production environment (Python and/or Bash a plus).
• Process-oriented approach to support work, with a track record of documenting and standardizing procedures, owning root cause analysis, and driving operational improvements to completion.
• Proven ability to manage a high-volume ticket workload while personally handling the most complex issues, communicating clearly with non-technical users, and mentoring junior staff.
• Ability to work onsite in Atlanta, GA with reliable and predictable attendance, participate in a weekly on-call rotation, and travel one to two times per quarter. 
 

Preferred Skills & Experience

• Experience in aerospace, defense, or another highly regulated industry, or in an MSP, startup, or other fast-paced high-growth environment. 
• Version control and CI/CD pipelines (GitLab preferred) and configuration management tooling such as Ansible for managing scripts and configuration as code.
• Hands-on experience with our tooling or close equivalents: NinjaOne or a comparable RMM platform, Apple Business Manager, Jira Service Management, and identity lifecycle automation such as Hire2Retire / RoboMQ.
• Experience supporting cloud platforms and virtualized infrastructure (Azure and/or AWS).
• Ability to obtain and maintain a Top Secret security clearance.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience, and familiarity with ITIL or service management best practices. 
 

Physical Requirements

This is a hands-on role supporting physical hardware in office, manufacturing, and test environments. With or without reasonable accommodation, it requires lifting, carrying, and positioning equipment weighing up to 20 pounds; bending, kneeling, crouching, and reaching in confined spaces such as under desks and inside network closets to run and trace cabling; and moving throughout the facility, including manufacturing and test areas, to support users and equipment.