IT Support Specialist II

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.

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

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

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.

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