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IT Support Administrator

Nepal

About Us

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.

About the Role

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, shipping, customs, holidays, ISP contacts).
  • Surface recurring pain points to your lead as candidates for automation, policy change, or training.

What You Bring to the Team

  • 1-3 years of hands-on IT helpdesk or end-user support experience, ideally in a knowledge-worker office of similar size.
  • Strong working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) from a support perspective — group changes, license assignment, mailbox issues, troubleshooting.
  • Comfortable supporting Windows and macOS endpoints, including basic imaging, MDM-enrolled devices, and common application troubleshooting.
  • Experience handling tickets in Jira or a similar service desk system, with a track record of clear updates and timely closure.
  • Genuine service orientation: calm under pressure, patient with non-technical users, good judgment on when to handle vs. escalate.
  • Strong written and verbal English; comfortable working with distributed teams over Slack, Zoom, and email.
  • Based in Nepal, able to work from our Kathmandu office regularly for in-person support, and willing to flex hours to overlap with US business hours.

What we would like to see, but not required 

  • Exposure to Microsoft Intune/MEM, Entra ID administration, or similar enterprise endpoint and identity platforms.
  • Familiarity with Palo Alto GlobalProtect, Prisma Access, or similar enterprise VPN platforms.
  • Experience in compliance-driven environments (SOC 2, HITRUST, healthcare data) and audit-ready ticket documentation.
  • Light scripting (PowerShell, shell) for running repeatable tasks.
  • Basic networking skills (hands-on experience on switches, firewall and subnetting)
  • Prior experience on a globally distributed IT team supporting a US-headquartered organization from an offshore campus.

What you’ll get in return 

  • Competitive Leave & Benefits
  • Comprehensive health coverage
  • Equity for every employee – share in our success
  • Growth-focused environment – your development matters here

Working Arrangements

  • Standard hours: 9 hours/day, 5 working days
  • Location: Onsite
  • Shift: 10 AM – 7 PM local time (with flexibility to work in evening shifts when required)

Our Commitment as an Equal Opportunity Employer

As a mission-led technology company helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. Therefore, we dedicate resources to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment regarding race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

At the heart of who we are is a commitment to continuously and intentionally building an inclusive culture—one that empowers every team member across the globe to do their best work and bring their authentic selves. We carry that same commitment into our hiring process, aiming to create an interview experience where you feel comfortable and confident showcasing your strengths. If there’s anything we can do to support that—big or small—please let us know.

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