IT Systems & Support Specialist

About this role

ABOUT ABBY CARE: POWERING THE FUTURE OF CARE AT HOME FOR ALL OF AMERICA.

Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis. Millions more people need care at home than ever. Over 50 million family caregivers support loved ones without the tools, training, or recognition they deserve.

We believe families are the largest untapped caregiving workforce in America, and that technology can help them deliver better care while driving stronger outcomes and greater transparency across the healthcare system.

Abby Care combines clinical oversight with an AI-powered platform to train, enable, and support family caregivers in delivering high-quality care at home. Our platform helps health plans and government partners better understand, verify, and improve care in the home. We expand access to care, reduce reliance on higher-cost settings, and help ensure public dollars are spent effectively.

We are proud to partner with leading health plans, providers, and community organizations and are backed by top VCs. We envision a future where family-led care is a core part of the healthcare system. Abby Care is building that future.

Join us in solving one of the most important challenges of our time.

THE OPPORTUNITY

As Abby Care continues to scale nationally, we're investing heavily in modernizing our IT infrastructure to support a growing global workforce of more than 300 offshore employees and hundreds of corporate users across the United States.

We're looking for an experienced IT Systems & Support Specialist who thrives in building, automating, and improving enterprise IT systems—not simply maintaining them.

This role will play a critical part in several strategic initiatives, including implementing JAMF across more than 600 endpoints, deploying Okta with automated identity workflows, launching an AI-powered helpdesk, securing offshore access through Venn virtual desktops, and supporting our transition from Rippling to Workday.

You'll own the employee technology lifecycle from day-one onboarding through secure offboarding while partnering with teams across the organization to deliver secure, scalable, and efficient technology solutions.

If you're passionate about automation, endpoint management, cloud identity, and creating exceptional employee experiences, we'd love to hear from you.

This is a Full-Time Remote opportunity supporting U.S. Eastern Time business hours.

WHAT YOU'LL WORK ON

DELIVER EXCEPTIONAL IT SUPPORT

- Serve as the primary escalation point for Level 1 and Level 2 technical support.

- Troubleshoot desktop, application, hardware, network, and account access issues.

- Support employees across all departments while delivering outstanding customer service.

- Improve support operations by identifying recurring issues and implementing long-term solutions.

BUILD MODERN IDENTITY & ACCESS MANAGEMENT

- Lead the deployment and administration of Okta.

- Configure Single Sign-On (SSO), Multi-Factor Authentication (MFA), lifecycle management, and automated provisioning workflows.

- Design and maintain zero-touch onboarding and offboarding processes integrating Okta, JAMF, and Workday.

- Ensure employees receive appropriate access on day one while maintaining strong security and least-privilege access controls.

MODERNIZE ENDPOINT MANAGEMENT

- Own the lifecycle management of more than 600 company devices, primarily macOS.

- Implement and administer JAMF Pro from a greenfield environment.

- Build configuration profiles, Smart Groups, compliance policies, automated software deployment, and zero-touch provisioning using Apple Business Manager (DEP/ADE).

- Manage procurement, inventory, lifecycle tracking, maintenance, and secure device retirement.

STRENGTHEN SECURITY & INFRASTRUCTURE

- Deploy and administer Venn to provide secure virtual desktop environments for offshore employees handling Protected Health Information (PHI).

- Support Google Workspace administration and enterprise productivity tools.

- Assist with Salesforce administration, including user management and basic system support.

- Troubleshoot networking issues involving VPN, Wi-Fi, TCP/IP, and endpoint connectivity.

DRIVE AUTOMATION & OPERATIONAL EXCELLENCE

- Lead implementation of an AI-powered helpdesk platform, including workflow automation, ticket routing, and self-service capabilities.

- Develop and maintain technical documentation, SOPs, knowledge base articles, and system diagrams.

- Continuously improve processes through automation, standardization, and proactive problem-solving.

WHAT SUCCESS LOOKS LIKE

- Successfully deploys and maintains JAMF across the enterprise endpoint fleet.

- Implements secure, automated identity and access management using Okta.

- Delivers seamless zero-touch onboarding and offboarding experiences.

- Improves IT support efficiency through automation and AI-powered workflows.

- Maintains accurate documentation and scalable IT processes.

- Provides reliable, responsive technical support while minimizing downtime.

- Helps strengthen Abby Care's security posture through modern endpoint management and access controls.

WHAT YOU'LL HAVE

EXPERIENCE

- 3+ years of experience in IT Support, Systems Administration, or Enterprise IT Operations.

- Hands-on experience administering JAMF Pro, including:

- Configuration Profiles

- Smart Groups

- Policy automation

- PreStage Enrollments

- Apple Business Manager (DEP/ADE)

- Experience administering Okta, including SSO, provisioning, and workflow automation.

- Experience supporting Google Workspace.

- Experience administering Salesforce for business users.

- Experience supporting mixed macOS and Windows environments.

- Experience troubleshooting TCP/IP, VPN, Wi-Fi, and enterprise networking.

NICE TO HAVE

- Experience implementing AI-powered helpdesk platforms.

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