IT Systems Administrator

FamilyWell is scaling headcount, device fleet, and vendor relationships fast enough that IT operations needs a dedicated in-house owner. You’ll be the accountable internal owner of day-to-day IT: device lifecycle and provisioning, access management for new hires and departures, Google Workspace administration, and holding our managed service provider (MSP) accountable to a clear weekly scorecard. You’ll be the person who actually knows where things stand—tickets, SLAs, patch compliance, device inventory—rather than us finding out status through ad hoc check-ins.

Key Responsibilities & Duties

• Own access provisioning and deprovisioning for all new hires and departures, tied directly to HR onboarding/offboarding dates. This includes provisioning for Google, Slack, Healthie, Spruce, and the Registry.
• Administer Google Workspace (admin console, SSO, and the planned DLP/Vault upgrade).
• Manage FamilyWell’s day-to-day relationship with our MSP/IT vendor: laptop procurement, deployment, and lifecycle; Tier 1 help desk escalations; network IT infrastructure.
• Provide Tier 1 support for FamilyWell applications including Healthie (EHR), Spruce (Phone/Text), Registry, Google, and Slack.
• Hold the MSP accountable to a weekly scorecard: ticket volume by category, SLA performance, aging tickets, patch/update compliance, endpoint security (AV/EDR, MDM enrollment) status, and onboarding/offboarding turnaround.
• Maintain company asset inventory (adds, removes, reassignments) and coordinate laptop deployment for all W2 employees.
• Support SSO and password manager rollout in partnership with the Security & Compliance Manager and Head of Product Operations.
• Partner with the Security & Compliance Manager on MDM/BYOD compliance tracking and endpoint security status.
• Help centralize and clean up cross-system onboarding (Google, Proofpoint, Healthie account creation sequencing) to remove current manual coordination gaps.
• Escalate SLA breaches, unresolved vulnerabilities, or vendor performance issues rather than letting them go unflagged.

Minimum Qualifications

• 2–5+ years of experience in IT systems administration, corporate IT, or technical help desk roles.
• Hands-on experience administering Google Workspace (or a comparable environment) — user provisioning, SSO, basic security settings.
• Experience managing or closely coordinating with an outsourced MSP or IT vendor.
• Comfortable owning a device fleet: procurement, deployment, lifecycle tracking, and inventory management.
• Detail-oriented, with strong documentation habits (checklists, inventories, ticket tracking).
• Ability to work independently in a fast-paced, remote startup environment and communicate clearly with both technical and non-technical stakeholders.

Nice-to-Haves

• Familiarity with MDM tools (e.g., Microsoft Intune, Jamf) and BYOD device compliance programs.
• Experience holding an MSP or vendor to SLA-based accountability (scorecards, dashboards, escalation paths).
• Exposure to HIPAA or other regulated-industry IT environments.
• Experience supporting a company through a security certification effort (SOC2, HITRUST) or MDM/security tooling rollout.
• Prior experience at an early-stage startup, comfortable with ambiguity and shifting priorities.