IT Systems & Support Specialist (Ops)

About Abby Care Making family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving. Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care they already provide at home. Abby Care is building a tech-powered, family-first care platform to efficiently deliver care, improve health outcomes, and provide the best-in-class experience nationwide. We are rapidly expanding our mission and looking for passionate team members to join. Abby Care has partnered with leading insurance plans, healthcare providers, and community organizations. We’re supported by top, mission-driven VCs to empower families throughout the country. About The Role We are seeking a highly motivated and technically skilled IT Systems & Support Specialist to serve as a critical resource for our globally distributed team, including over 300 offshore employees. This role is central to a major phase of infrastructure modernization: implementing JAMF for 600 endpoints, deploying Okta with automated workflows, launching AI-driven helpdesk automation, onboarding VDI to secure PHI for offshore staff, and preparing for a Rippling-to-Workday HRS transition by January 2027. You will own zero-touch onboarding and offboarding automation end-to-end. This role requires deep hands-on expertise, a builder’s mindset, and the ability to work independently while aligned with US time zone requirements.

Key Responsibilities

Core Support & Ticketing Administration

• Serve as the primary point of contact for all Level 1 and Level 2 technical issues, including desktop support, network connectivity, application access, and hardware issues.
• Lead the implementation and administration of the AI-powered helpdesk platform; configure automation rules, ticket routing, and self-service workflows to reduce manual intervention and resolution time.
• Provide cross-functional support on applications and systems, assisting employees across all departments.

Identity & Access Management

• Lead the Okta deployment and ongoing administration; build automated provisioning and deprovisioning workflows, configure SSO integrations, and enforce least-privilege access policies across all business applications.
• Design and implement zero-touch onboarding and offboarding automation, integrating Okta, JAMF, and Workday (in preparation for the January 2027 HRS migration from Rippling) to ensure day-one readiness and immediate access revocation at separation.
• Jira Administration: Perform Level 1/2 support for Salesforce, including user management, basic troubleshooting, and assisting with reports and dashboards.

Documentation & Process Improvement

• Create, maintain, and update high-quality documentation (SOPs, knowledge base articles, and system diagrams) for all platforms, integrations, and support processes.
• Identify recurring technical issues and proactively implement process changes, solutions, and automation to improve efficiency and reduce ticket volume.

Device & Infrastructure Management

• Endpoint Management: Own the full device lifecycle for a 600-employee fleet (95% macOS, 5% Windows) including procurement, zero-touch provisioning via JAMF and DEP/ADE, asset tracking, maintenance, and secure wipe/destruction. Drive the transition from unmanaged, policy-free devices to a fully governed endpoint posture.
• MDM & Security: Own the full JAMF implementation; build and enforce configuration profiles, compliance policies, and automated app deployment from a greenfield state. Deploy and administer Venn to secure PHI access for 300+ offshore employees, ensuring HIPAA-aligned data protection on unmanaged devices.

Requirements

Technical Experience

• 3+ years of professional experience in IT support, IT Systems Administration, or a similar function.
• Hands-on JAMF Pro administration experience required, including configuration profile creation, Smart Groups, policy automation, and zero-touch deployment (PreStage Enrollments, DEP/ADE).
• Okta administration and workflow automation experience required (Okta Workflows or equivalent).
• Hands-on experience supporting and administering Salesforce for business users.
• Proven expertise with Google Workspace administration and support.
• Experience managing and troubleshooting operating systems in a macOS-primary, mixed Mac/Windows environment.
• Practical experience with network troubleshooting (TCP/IP, Wi-Fi, VPN).
• Familiarity with Venn or equivalent virtual desktop/secure enclave solutions for BYOD and offshore environments is a strong plus.

Skills and Attributes

• Exceptional Customer Service, The ability to communicate complex technical issues to non-technical staff with patience, empathy, and professionalism.
• Builder’s Mindset, You don’t just maintain; you implement, automate, and improve. You take ownership from design through delivery.
• Ownership, You take initiative to solve problems, look for long-term solutions, and operate with an “above and beyond” mindset.
• Detail Oriented and Organized, A keen eye for data nuances, asset accuracy, and overseeing multiple workstreams simultaneously with minimal supervision.
• Time Zone Alignment, Willingness to work US EST hours (M–F) to support the primary user base, with flexibility for emergency support as needed.
• Healthcare IT experience is strongly preferred; working knowledge of HIPAA technical safeguards and PHI handling requirements is a significant advantage given our offshore workforce and clinical data environment.

Our Values Families First Redefining healthcare starts with how we treat the parents and children we serve. We go above and beyond for every family, building strong, lasting relationships. We continually ask ourselves, “Would we want this for our own families?” Urgency with Precision Millions of families are waiting for care, and they cannot wait, therefore this is not your typical 9 to 5 job. We match their urgency with our own, delivering exceptional care without compromise. Here, speed and excellence go hand in hand. Relentlessly Resourceful As an ambitious startup, we adapt quickly and make the most of limited time and resources. We solve challenges with creativity to deliver results without unnecessary complexity. Purpose with Positivity We take our mission seriously while never losing sight of the people behind the work. Respect, kindness, memes, and coffee make us stronger as a team and better for the families we serve. Driven to Redefine What’s Possible We are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care. Apply To This Job