bridgeway · Remote
Bridgeway is seeking a System Administrator to serve as the front line of our internal technology experience — owning ticket 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'll pair strong troubleshooting instincts across Windows, Linux, networking, and virtualization with the discipline to work inside established security policy and the communication skills to keep users, customers, and executives clearly informed under pressure. This is a 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, OneDrive) and manage licenses and renewals, including AI-tooling enablement (e.g., Claude Desktop, Copilot …truncated… tional goals and technolog…
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