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IT Support Specialist II

Hims & Hers· ENGINEERING
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RemoteFull-timePosted 2w ago

About the role

Mid-level IT Support Specialist II (Tier 2) to provide hardware, software, and onboarding support across the company; serves as primary escalation point for Tier 1 and mentors broader support team. Remote role with occasional in-person requirements in Palo Alto, CA.

Responsibilities

  • Provide timely, high-quality technical support to end users across Microsoft, Apple, Atlassian, and Google enterprise environments
  • Handle complex technical issues escalated from Tier 1 support, serving as a subject-matter resource for more advanced troubleshooting
  • Troubleshoot and resolve issues related to conferencing, collaboration, and communication tools (Zoom, Google Workspace, Slack, Dropbox, and similar cloud-based applications)
  • Manage and maintain devices using MDM solutions such as JAMF and Intune, including creating and enforcing policies through tools like Automox
  • Implement and maintain endpoint security best practices to protect company devices and data
  • Prioritize and manage a queue of support requests with a strong sense of urgency, ensuring timely completion of projects and tickets
  • Maintain a high standard of attention to detail, quality, and confidentiality across all support interactions and documentation
  • Work independently with minimal supervision, exercising sound judgment on when to escalate
  • Proactively identify gaps or inefficiencies in existing IT processes and recommend improvements that elevate the team's standards
  • Occasionally travel to or work from our Palo Alto office to support in-person needs, events, or equipment setups

Qualifications

  • Proven experience in an IT support or helpdesk role (3-5 years preferred)
  • Experience resolving complex technical issues beyond the scope of Tier 1 support
  • Familiarity with Microsoft, Apple, Atlassian, and Google products in an enterprise environment
  • Working knowledge of conferencing, collaboration, and communication software, including Zoom, Google Apps, Slack, Dropbox, and other cloud-based applications
  • Knowledge of proper endpoint security management and protection practices on devices
  • Experience with MDM management solutions (JAMF or Intune) and policy creation using tools like Automox is highly preferred
  • A strong sense of urgency and commitment to completing projects and resolving issues in a timely manner
  • Excellent attention to detail and a commitment to quality and confidentiality
  • The ability to work independently with little direct supervision
  • A proactive mindset; you notice opportunities to improve processes and aren't afraid to suggest or drive changes
  • Willingness and ability to travel occasionally to Palo Alto for in-person work

Skills

Required:IT support and escalationEnterprise collaboration toolsEndpoint security
Nice to have:MDM management (JAMF, Intune) and policy tooling (Automox)

Benefits

  • Competitive salary & equity compensation for full-time roles
  • Unlimited PTO, company holidays, and quarterly mental health days
  • Comprehensive health benefits including medical, dental & vision, and parental leave
  • Employee Stock Purchase Program (ESPP)
  • 401k benefits with employer matching contribution
  • Offsite team retreats
Last updated Oct 7, 2026. Interested? Apply on the company site.

About Hims & Hers

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