IT Support Administrator

About the role

Abacus Insights is transforming how data works for health plans. Our mission is simple: make healthcare data usable, so the people responsible for care and cost decisions can act faster, with confidence. We help health plans break down data silos to create a single, trusted data foundation. That foundation powers better decisions-so plans can improve outcomes, reduce waste, and deliver better experiences for members and providers alike. Backed by $100M from top investors, we're tackling big challenges in an industry that's ready for change. Our platform enables GenAI use cases by delivering clean, connected, and reliable healthcare data to support automation, prioritization, and decision workflows-and it's why we are leading the way. Our innovation begins with people. We are bold, curious, and collaborative-because the best ideas come from working together. We embrace the thoughtful use of AI and automation to drive innovation and efficiency, and we look for individuals who are curious and adaptable-those excited to leverage emerging technologies to enhance how we work-while keeping human insight, connection, and our clients at the center of every decision. Ready to make an impact? Join us and let's build the future together. We are seeking an IT Support Administrator to be the trusted, in-person face of IT for our Kathmandu campus - the first stop for everything from a laptop that won't boot to a Microsoft 365 access request. You will join an established IT operations team, with a Lead IT Systems Administrator directing day-to-day work and senior engineers covering deeper endpoint, identity, and infrastructure needs. Success in this role is service delivery: reliably executing the work, escalating cleanly, and learning alongside the senior team. During hours that overlap with the rest of the company (early afternoon Nepal time onward), you'll also pitch in on the global IT helpdesk Slack channel and Jira queue. Because IT and Security work tightly together at Abacus, you'll be expected to notice when something looks off, follow the right escalation path, and support recurring operational tasks that keep us audit-ready. You will report to the Director, Security & IT, with day-to-day work direction from the Lead IT Systems Administrator. Your day to day On-Site Support for the Nepal Campus Be the primary, in-person IT contact for employees on the Kathmandu campus - walk-ups, scheduled support, and floor-walking. Resolve issues across laptops (Windows and macOS), peripherals, conference room AV, Wi-Fi, printers, and meeting room equipment. Triage and work Jira service desk tickets from intake to closure, keeping each clearly scoped and updated. Maintain a friendly, professional service posture - particularly during stressful moments like failed laptops or first-day hiccups. Onboarding, Offboarding & Device Lifecycle Run white-glove onboarding for Nepal-based starters: device imaging, account provisioning, MFA enrollment, software installs, and a first-day walkthrough. Handle device collection, wipe, and return-to-stock for departing employees in coordination with People Ops. Manage local device inventory, asset tagging, spare-pool levels, and shipping/receiving with global IT and local vendors. Track laptop refresh cycles and replacement requests for the Nepal fleet. Day-to-Day Access & Application Support Handle routine access requests: group memberships, distribution lists, SharePoint/OneDrive permissions, SaaS access, and shared mailboxes. Support MFA resets, Temporary Access Pass issuance, password problems, and the user-facing side of Conditional Access - routing policy questions to your lead. Troubleshoot VPN connectivity (Palo Alto GlobalProtect / Prisma Access) for Nepal users connecting to regional POPs. First-line support for Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Slack, Jira, and the standard application stack. Global Helpdesk Coverage (Overlap Hours) Monitor the global IT helpdesk Slack channel and Jira queue during US/APAC overlap, picking up tickets to reduce wait times. Take on routine global tickets - account requests, password help, license assignments, Slack/Teams troubleshooting. Escalate cleanly with clear notes so the right person can pick up without re-investigating. Working Alongside Security Flag unusual activity - suspicious endpoint behavior, unexpected access requests, social-engineering attempts - and route to the right engineer. Support recurring compliance/audit tasks (access review evidence, device compliance checks, onboarding/offboarding records) with accurate, timely Nepal-side information. Carry out routine endpoint and identity actions defined by Security - patching follow-ups, configuration verifications, MFA enforcement - reliably and on schedule. Process, Documentation & Continuous Improvement Maintain onboarding checklists, runbooks, and how-to articles, with focus on Nepal-specific details (vendors

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