IT Operations Specialist

About Abridge Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most-their patients. Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems. We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh. The Role 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. What You ll Do • 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. What You ll Bring • 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. Bonus Points • 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. The salary range provided is based on transparent pay guidelines and is an estimate for candidates residing in the San Francisco and New York City metro areas. The actual base salary will vary depending on the candidate's location, relevant experience, skills, qualifications, and other job-related factors. Additionally, this role may include the opportunity to participate in a company stock option plan as part of the total compensation package. Must be willing to work from our S...