IT Operations Specialist

Abridge•San Francisco, CA

1d•$100,000 - $115,000•Hybrid

About The Position

Abridge is a fast-growing, AI-native healthcare company. We are seeking an IT Operations Specialist to support our San Francisco office and rapidly scaling workforce. This role provides onsite and remote support across hardware, software, access, collaboration tools, and conference room technology. You will help build a modern IT operations function designed for an AI-native company. You will use AI ITSM, automation, and agentic workflows to resolve issues, reduce manual work, and improve the employee experience. You will also partner across Abridge to develop scalable processes that support our continued growth.

Requirements

3 to 5 years of experience in IT operations, service desk, or enterprise end-user support.
Experience managing tickets, incidents, access requests, and escalations in a fast-paced environment.
Strong technical troubleshooting skills across SaaS applications, hardware, operating systems, and workplace technology.
Experience building or managing IT workflows, integrations, and automations.
Clear written and verbal communication skills, including the ability to explain technical issues to non-technical employees.
Strong organization and attention to detail while managing multiple priorities.
A service-focused approach that combines urgency, sound judgment, and consistent follow-through.
Strong problem-solving skills and a proactive approach to identifying operational improvements.
The ability to work across teams and translate business requirements into scalable IT processes.
A strong interest in agentic support, automation, and the continued evolution of enterprise IT.

Nice To Haves

Experience with Serval or another AI ITSM platform eg., Console, Ravenna
Experience supporting regulated organizations, including healthcare, finance, or government.
Familiarity with identity and access management, role-based access control, and employee lifecycle automation.
Experience with Google Workspace, Slack, Zoom, and Zoom Rooms.
Experience using APIs, workflow tools, or scripts to automate IT operations.
Experience with Mobile Device Management (MDM) systems.
Working experience in a both Mac & Windows operating systems
Working experience in a fast paced tech startup with a customer first mindset.

Responsibilities

Own daily IT support operations and serve as the primary escalation point for complex employee issues.
Manage support requests through Serval, including triage, resolution, escalation, documentation, and follow-up.
Build agentic support workflows that improve response times, resolution quality, and the employee experience.
Design and maintain automations for onboarding, offboarding, access requests, birthright access, and other employee lifecycle events.
Manage account access across SaaS applications using secure, scalable, and policy-based processes.
Provide expert support for workplace hardware, desktop software, collaboration tools, and conference room technology.
Identify recurring issues and replace manual work with reliable, well-documented automation.
Maintain clear operating procedures, support documentation, and service performance data.
Partner with PeopleOps, Security, Engineering, and business teams to build effective technical solutions.
Help define the standards, systems, and automation that will shape the future of IT Operations at Abridge.

Benefits

14 paid holidays
flexible PTO for salaried employees
accrued time off for hourly employees
Medical, Dental, and Vision coverage for all full-time employees and their families.
HSA Contribution
Paid Parental Leave
Family Forming Benefits
401(k) Matching
Personal Device Allowance
Flexible Spending Accounts (FSA)
Commuter Benefits
Lifestyle Wallet
Mental Health Support
Sabbatical Leave
Competitive compensation
equity grants for full time employees
Relocation assistance