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

IT Support Specialist II

Responsibilities

Qualification

Required

Benefits

Company

Hims and Hers

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