IT Systems & Support Specialist (Ops)

About the role

Abby Care is looking for a highly motivated IT Systems & Support Specialist to support a globally distributed team of over 300 offshore employees. The role will drive a major infrastructure modernization effort, including JAMF deployment, Okta integration, AI‑powered helpdesk automation, VDI rollout for PHI protection, and preparation for a Rippling‑to‑Workday HR transition.

Key responsibilities

• Serve as the primary point of contact for Level 1 and Level 2 technical issues (desktop, network, application access, hardware).
• Lead implementation and administration of an AI‑driven helpdesk platform, configuring automation, ticket routing, and self‑service workflows.
• Deploy and manage Okta, building automated provisioning/de‑provisioning workflows and SSO integrations.
• Design and execute zero‑touch onboarding and off‑boarding automation across Okta, JAMF, and Workday.
• Support VDI deployment to secure PHI for offshore staff.
• Provide Jira administration and Level 1/2 support for Salesforce users.
• Create and maintain SOPs, knowledge‑base articles, and system diagrams.

Required profile

• Hands‑on experience with enterprise‑level endpoint management and identity‑access solutions.
• Strong problem‑solving skills and ability to work independently while aligning with US time‑zone requirements.
• Excellent documentation and process‑improvement mindset.

Required skills

• JAMF
• Okta
• VDI (Virtual Desktop Infrastructure)
• Workday
• Rippling
• Jira
• Salesforce