IT Support Specialist II

Hims & Hers is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so we provide access to personalized care designed for results. By normalizing health & wellness challenges and innovating on their solutions, we’re making better health outcomes easier to achieve. Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS.” To learn more about the brand and offerings, you can visit hims.com/about and hims.com/how-it-works . For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals . Location: Remote, with occasional in-person requirements in Palo Alto, CA (Ideally based in NorCal) About the Role: We are seeking a mid-level IT Support Specialist II (Tier 2) to provide hardware, software, and onboarding support across the company. This role serves as the primary escalation point for Tier 1 support, resolving the more complex technical issues that Tier 1 can't resolve, while also offering day-to-day guidance and mentorship to the broader support team. You'll work across a range of enterprise platforms and device management systems, helping ensure a seamless, secure, and productive technology experience for the organization. This role is ideal for someone who thrives in a fast-paced environment, takes ownership of problems until they're solved, and is always looking for ways to improve how the team operates. You Will: • 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 You Have: • 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