IT Operations Specialist - Automation & AI-Driven Support

Abridge; San Francisco (CA); Hybrid; USD 95,000 - 130,000; Full time

Benefits offered by this job

Generous Time Off

Comprehensive Health Plans

401(k) Matching

Mental Health Support

Sabbatical Leave

Parental Leave

Personal Device Allowance

Flexible Spending Accounts

Job summary

Abridge is seeking an IT Operations Specialist to support our San Francisco office and a 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.

Qualifications

• 3 to 5 years of IT operations or enterprise end-user support.
• Experience managing tickets, incidents, access requests, and escalations.
• Strong troubleshooting across SaaS, hardware, OS, and workplace tech.
• Experience building IT workflows, integrations, and automations.
• Clear written and verbal communication.
• Strong organization and prioritization.
• Service-focused with urgency and follow-through.
• Proactive problem-solving and operational improvements.
• Ability to translate business requirements into scalable IT processes.
• Interest in agentic support and automation.

Responsibilities

• Own daily IT support operations and act as escalation point.
• Triage, resolve, escalate, document, and follow up in Serval.
• Build agentic workflows to improve response times and experience.
• Design automations for onboarding, offboarding, access requests.
• Manage SaaS access with scalable, policy-based processes.
• Provide expert support for hardware, desktop software, collaboration tools.
• Identify recurring issues and replace manual work with automation.
• Maintain SOPs, documentation, and service performance data.
• Collaborate with PeopleOps, Security, Engineering on solutions.
• Help define standards and automation shaping future IT Operations.

Skills

IT operations

Service desk

End-user support

Troubleshooting

Automation

SaaS applications

Documentation

Communication skills

Organization

Problem-solving

Cross-team collaboration

Agentic support

Tools

Serval

Console

Ravenna

Google Workspace

Slack

Zoom

Zoom Rooms

APIs / workflow tools

MDM

Mac & Windows

Job description

Abridge is seeking an IT Operations Specialist to support our San Francisco office and a 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.