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

• 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

Our Benefits (there are more but here are some highlights):

• 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

We are committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you're excited about this role, we encourage you to apply—even if you're not sure if your background or experience is a perfect match.

Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected] and describe the needed accommodation. Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address.

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