IT Systems & Support Specialist

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.
• Experience with Venn or similar secure desktop/BYOD solutions.
• Experience supporting Workday or Rippling HRIS integrations.
• Experience working in healthcare technology environments.
• Knowledge of HIPAA security requirements and PHI protection.

Skills & Competencies

• Excellent troubleshooting and analytical skills.
• Strong customer service mindset with the ability to explain technical concepts to non-technical users.
• Builder mentality—you enjoy creating scalable systems rather than simply maintaining them.
• Strong ownership and accountability.
• Exceptional organization and attention to detail.
• Excellent written documentation skills.
• Comfortable working independently in a fast-paced, evolving environment.
• Availability to work U.S. Eastern Time business hours.

Benefits:

• Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – global team members are eligible for an annual company performance bonus.
• Generous paid time off. We provide 15 days of paid time off that allow you to recharge, along with 10 paid company US holidays.
• Growth Opportunities. Build your leadership skills while working with teams in various markets across the US.