IT Operations Specialist, Abridge

• 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

Desirable

• 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
• 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