IT Systems & Support Specialist

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.

The Role

We are seeking a highly motivated and detail-oriented IT Systems & Support Specialist to serve as a critical technical resource, responsible for ensuring the seamless operation, security, and support of our core infrastructure and applications for our globally distributed team. This role requires exceptional organizational skills, ownership, and the ability to work independently to 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.
• Administer the centralized ticketing portal, managing the entire ticket lifecycle from submission and prioritization through resolution and documentation.
• Provide cross-functional support on applications and systems, assisting employees across all departments with in-house and third-party software communication tools.
• Device & Infrastructure Management
• Endpoint – Manage the lifecycle of corporate devices(Mac, Windows, iPads, iPhones) including ordering, assignment, maintenance, support, collection, and secure wipe/destruction procedures.
• MDM & Security – Utilize Mobile device management platforms (Jamf, Kandji, Maas360, rippling) to secure corporate devices, enforce security policies, manage application deployment, and explain security and compliance requirements to users.
• Access Management – Administer the processes for employee onboarding, offboarding, and function transfers. Ensure timely, secure, and accurate access provisioning, revocation across all apps and systems.
• Assist with internal IT infrastructure projects, deployments, and upgrades.
• Documentation & Process Improvement
• Create, maintain, and update high-quality documentation (SOP, KB, Diagrams) for key systems, applications, and support processes.
• Identify recurring technical issues and work proactively to implement process changes, solutions, and automation to improve efficiency.

Requirements

• Technical Experience
• 4 Years of professional experience in IT support, IT System Administration or similar function.
• Proven expertise with Google workspace administration and support.
• Experience managing and troubleshooting operating systems in a mixed Mac OS and Windows OS environment.
• Practical experience with Network troubleshooting (TCP/IP, Wi-Fi, VPN) and desktop support solutions.
• Familiarity with Mobile Device Management (MDM) principles and experience using enterprise MDM solutions (Jamf, Kandji, Maas360, Rippling) to manage devices.
• Experience with formal process creation and management for employee access, device lifecycle management, and maintenance.
• Experience in a remote, multinational work environment is highly preferred.
• Skills and Ethics
• Exceptional Customer Service – The ability to communicate complex technical issues to non-technical staff with patience, empathy, and professionalism. Must possess a positive, supportive, and service-oriented demeanor.
• Ownership – You take the initiative to solve problems, look for long-term solutions, and operate with an “above and beyond” mindset, understanding the critical nature of continuous support.
• Detail Oriented and Organized – A keen eye for noticing data nuances, maintaining asset accuracy, and overseeing multiple tasks simultaneously with minimal supervision.
• Time Zone Alignment – Willingness and energy to work US EST hours (M-F) to support the primary user base, with flexibility required for emergency support as needed.
• Bonus – Healthcare experience is a plus

Our Values

1. 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?”
   
2. 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.
3. 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.
4. 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.
5. 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. 

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. 
• Team bonding. We love bringing our teams together. As a full-time employee, you’ll get to connect, collaborate, and have fun through team activities and our annual company retreat.
• Set Up for Success. We provide a company-issued laptop to support you in your role.
• Growth Opportunities. Build your leadership skills while working with teams in various markets across the US. 

We are an equal opportunity employer and welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.