[All remote jobs](https://jobicy.com/jobs.md)[![hims & hers logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2023/11/e7b9b920-221.jpeg)](https://jobicy.com/company/hims-hers.md)[hims & hers](https://jobicy.com/company/hims-hers.md) # IT Support Specialist II Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/hims-hers.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 100k–120k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceMidweightPublished30 Oct 2026Apply before29 Nov 2026Listing views32Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Hims & Hers is hiring a Tier 2 IT Support Specialist to resolve escalated endpoint, software, collaboration, and access issues for internal users. The role supports enterprise Microsoft, Apple, Atlassian, and Google environments, with responsibility for MDM administration through JAMF, Intune, and Automox. The specialist will manage a ticket queue, improve support processes, protect endpoints, and mentor or guide Tier 1 colleagues. Although primarily remote, the position requires occasional in-person work and travel in Palo Alto and is ideally suited to a Northern California-based candidate. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 4/5IndependentCollaborative AI insightThis is a mid-level Tier 2 role requiring independent troubleshooting across multiple enterprise platforms, MDM tooling, and endpoint-security practices. The technical scope is substantial but does not indicate responsibility for core infrastructure architecture or people management. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$110,000US market range (per year)$90k–$125k0$137.50k AI insightThe employer discloses an annual base compensation range of $100,000–$120,000 USD through ATS compensation metadata, with a midpoint of $110,000. The estimated US annual market range for a mid-level Tier 2 IT support specialist with enterprise endpoint and MDM experience is $90,000–$125,000 USD; the posted range is broadly competitive, particularly for a California-oriented hybrid-remote role. ## Core skills Skills and capabilities most closely associated with this opportunity. [Tier 2 technical support](https://jobicy.com/jobs?search_keywords=Tier%202%20technical%20support.md)[Helpdesk escalation management](https://jobicy.com/jobs?search_keywords=Helpdesk%20escalation%20management.md)[Microsoft 365](https://jobicy.com/jobs?search_keywords=Microsoft%20365.md)[macOS support](https://jobicy.com/jobs?search_keywords=macOS%20support.md)[Google Workspace](https://jobicy.com/jobs?search_keywords=Google%20Workspace.md)[Atlassian administration](https://jobicy.com/jobs?search_keywords=Atlassian%20administration.md)[JAMF](https://jobicy.com/jobs?search_keywords=JAMF.md)[Microsoft Intune](https://jobicy.com/jobs?search_keywords=Microsoft%20Intune.md)[Automox](https://jobicy.com/jobs?search_keywords=Automox.md)[Endpoint security](https://jobicy.com/jobs?search_keywords=Endpoint%20security.md)[Zoom troubleshooting](https://jobicy.com/jobs?search_keywords=Zoom%20troubleshooting.md)[Slack support](https://jobicy.com/jobs?search_keywords=Slack%20support.md)[Device lifecycle management](https://jobicy.com/jobs?search_keywords=Device%20lifecycle%20management.md)[Technical documentation](https://jobicy.com/jobs?search_keywords=Technical%20documentation.md)[IT onboarding](https://jobicy.com/jobs?search_keywords=IT%20onboarding.md) Sample interview questionsHow do you approach a complex issue escalated from Tier 1 support?I first review the ticket history, user impact, environment, and troubleshooting already completed. I reproduce or isolate the issue where possible, validate likely causes through logs and configuration checks, communicate clear updates to the user, and document both the resolution and prevention steps. Describe your experience managing devices with JAMF, Intune, or similar MDM tools. I have used MDM platforms to enroll devices, deploy software, enforce security baselines, manage updates, configure profiles, and troubleshoot compliance issues. I focus on testing policies with pilot groups, monitoring deployment outcomes, and maintaining documentation for repeatable administration. How would you prioritize a queue containing an executive access issue, a widespread Zoom outage, and several routine software requests? I would first assess scope and business impact. A widespread Zoom outage would receive immediate incident attention because it affects many users, while the executive access issue would be handled urgently in parallel or escalated to available support capacity; routine requests would be acknowledged and scheduled based on service expectations. What endpoint security practices are most important in a remote workforce? Key practices include MDM-enforced configuration standards, disk encryption, timely patching, endpoint detection controls, least-privilege access, MFA, secure device inventory, and reliable offboarding procedures. User education and clear incident escalation paths are also essential for reducing risk. Give an example of a support-process improvement you would recommend after noticing recurring tickets. I would analyze ticket categories and root causes, then determine whether the issue can be reduced through automation, a knowledge-base article, an improved onboarding workflow, or a configuration change. I would measure the result using ticket volume, resolution time, and user feedback before standardizing the new process. Opportunity details ## About this role. 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](http://hims.com/about) and [hims.com/how-it-works](http://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](http://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 [accommodations@forhims.com](mailto:accommodations@forhims.com) 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. To learn more about how we collect, use, retain, and disclose Personal Information, please visit our [Global Candidate Privacy Statement](https://www.hims.com/global-candidate-privacy-statement). 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