System Administrator

Bridgeway is seeking a System Administrator to serve as the front line of our internal technology experience- owningticket intake, triage, and escalation against defined SLAs while administering the identity, endpoint, and collaboration systems our employees and hosting customers rely on daily. Reporting to the Sr. Manager, IT, the role also covers customer hosting support,remote-access management, and incident command for internal and customer-facing disruptions across our portfolio of healthcare benefits administration products.

You’llpair strong troubleshooting instincts across Windows, Linux, networking, and virtualization with the discipline to work inside established security policyand the communication skills to keep users, customers, and executives clearly informed under pressure.

This isa fully remote position.

Candidates in the Eastern time zone are preferred.

Responsibilities

• Serve as first point of contact for technical issues, managing the ticket queue to defined response and resolution SLAs.
• Diagnose and resolve hardware, software, network, and account access issues, protecting uptime and the end-user experience.
• Escalate to other technical teams per defined criteria, with a clean handoff and follow-through to resolution.
• Categorize and prioritize incidents and serve as incident command for internal and customer-facing disruptions, coordinating responding teams and owning communications to users, customers, and executives through restoration, root-cause analysis, and remediation tracking (root-cause content owned by the accountable engineering teams).
• Deploy and maintain end-user devices, peripherals, and workstation software, including mobile device management, endpoint packaging, and allow-listing.
• Administer corporate collaboration and productivity systems (mailboxes, mail groups, Teams, SharePoint, One Drive) and manage licenses and renewals, including AI-tooling enablement (e.g., Claude Desktop, Copilot) under Security-defined policy.
• Operate corporate networking (cloud and end-user VPN) and support customer hosting environments - access and remote-access troubleshooting, scheduled customer jobs, and batch file processes.
  
  Administer the Linux servers supporting these workloads - package and repository management, service and daemon configuration, log and performance troubleshooting,filesystemand storage management, and SSH key andsudoaccess administration under least privilege.
• Administer and maintain remote-access infrastructure - RD Web gateways and Azure Virtual Desktop - serving both corporate and customer access, including AVD host pool and session host lifecycle, session host image build and update cycles, application group and workspace assignment,FSLogixprofile management, capacity andautoscaletuning, and user session troubleshooting.
• Administer identity and directory services - Entra  and on-prem Active Directory (users, groups, GPO, OUs), SSO / federated authentication configuration (Entra, Auth0, Fusion Auth), and MFA and Conditional Access - under established security policy and least privilege.
• Own onboarding/offboarding provisioning (including HR-to-directory sync) and internal access requests for applications, shares, mail groups, and licenses; run periodic dormant-account and access reviews that produce SOC 2 and HIPAA audit evidence.
• Administer privileged credentials and vaults (1
  
  Password), and manage the service-account and API-key lifecycle to Security-owned standards.
• Execute patching for workstations, Windows and Linux servers, and third-party applications, and perform backup validation, restore testing, restore requests, and backup-failure alert response following pre-defined playbooks against Security-ownedstandards,handlebackup validation, restore testing and requests, and backup-failure alerts per Security-owned playbooksand schedules.
• Track ticket volume, response times, and resolution times to spot trends and recommend self-service or automation that reduces volume.
• Create and maintain end-user knowledge base articles, FAQs, and troubleshooting guides that enable self-service and consistent support quality (product and hosting triage runbooks are owned by Platform Engineering).
• Communicate with end users in plain language, setting clear expectations on resolution.
• Collaborate cross-functionally to align support processes with organizational goals and technology changes, staying current on our systems, tools, and common issues to improve first-contact resolution.
• Share the team’s Tier 1…