Systems Support Engineer

Description

DEPARTMENT: Information Technology   

REPORTS TO: VP of Information Systems and Security Officer 

LOCATION: Hybrid Evanston [3 days onsite, 2 days remote] 

FLSA CLASSIFICATION: Exempt 

THE ORGANIZATION 

Through clinical services, education, and research, The Family Institute at Northwestern University (TFI) is one of the nation’s leading relationship-based behavioral health organizations committed to strengthening and healing children and adolescents, couples, families, and individuals.  When you join The Family Institute, you are joining a team of over 230 collaborators comprised of clinicians, educators, researchers, therapists-in-training, partners, and administrators across three service sites.  We are a strong, independent organization focused on advancing the world of behavioral health. 

Learn more about our culture.  

THE ROLE 

The Systems Support Engineer reports to the Vice President of Information Systems and Security Officer (the VP). This hands-on technology professional is responsible for supporting core IT services in a HIPAA-compliant environment while promoting automation and the use of Microsoft Copilot and other AI tools. This role blends end-user support, systems administration, and project delivery to improve service, productivity, and consistency across the organization. 

Success in this role requires strong execution across end-user support, infrastructure, enterprise applications, and IT projects. The position will help deliver on IT roadmap by supporting priority initiatives, improving workflows, and ensuring staff have secure access to the tools and support they need. 

ESSENTIAL JOB RESPONSIBILITIES 

The Systems Support Engineer delivers reliable technology support, improves staff experience, and securely execute key IT roadmap priorities. 

Help Desk Operations: 

• Provide help desk support across endpoint, application, and collaboration technologies. 
• Resolve support issues, manage the ticketing system, and use remote support and maintenance tools. 
• Support end users with Microsoft 365, Microsoft Copilot, and other approved productivity tools, including troubleshooting, access, licensing, and usage guidance. 
• Develop and maintain support documentation, quick-reference materials, and end-user guidance that helps staff use technology tools effectively and responsibly. 

Technology Standards and Practices: 

• Support telecommunications and collaboration platforms, including phone, video, and clinical call center technologies. 
• Interface with vendors to report, monitor, and resolve issues, and to support implementation of new technologies and service improvements. 
• Help standardize technology practices, documentation, and support models that improve consistency, user experience, data security, and operational resilience. 

Project Execution: 

• Deliver initiatives in IT roadmap, including infrastructure, endpoint lifecycle, workflow automation, and service improvements. 
• Support planning, testing, implementation, and documentation for new systems, upgrades, and workflow improvements. 
• Track project tasks, dependencies, and outcomes, and provide regular status updates to leadership. 

Asset Management: 

• Maintain asset records and lifecycle practices that support efficient, cost-conscious technology decisions. 

Patch Management: 

• Manage patching to maintain system security, stability, and performance. 
• Manage operating system and software updates and maintain accurate records of deployed hardware and software inventory. 
• Monitor patching, software updates, and hardware refresh needs to reduce operational risk. 

Efficiency, Automation, and AI Enablement: 

• Improve IT efficiency through process improvement, standardization, and automation. 
• Identify repetitive or manual workflows that can be improved through scripting, automation, Microsoft Copilot, or other approved solutions. 
• Support Microsoft Copilot workflows using a security-first approach and aligned organizational standards. 
• Gather feedback on technology adoption, measure practical value, and recommend improvements that enhance user experience and service quality. 
• Advocate for compliance with established organizational policies and standards, and monitor the environment for potential issues or opportunities for improvement.

Identity & Access Management: 

• Manage identity and access management systems by creating user accounts, assigning approved roles and group memberships, and granting access to approved applications and systems. 
• Manage TFI VPN technologies through system configuration, user permissions, and troubleshooting connectivity issues while maintaining appropriate security controls. 

Other Job Responsibilities 

1. Assist the VP with project planning, roadmap execution, and operational improvements. 
2. Conduct audits of implemented technologies and workflows to verify effectiveness, identify gaps, and recommend improvements. 
3. Provide regular status updates to the VP on support trends, project progress, and key issues requiring attention. 
4. Perform other duties as assigned to support business and operational needs. 

SUMMARY OF QUALIFICATIONS 

Knowledge and Skills 

1. Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or at least 5 years of relevant IT operations experience. 
2. Broad knowledge of IT operations, including end-user computing, systems administration, information security, networking, cloud services, data storage, and collaboration platforms. 
3. Strong working knowledge of Windows and macOS, with the ability to support relevant applications in Android and iOS environments. 
4. Experience administering Microsoft 365, Microsoft Copilot, Azure, and modern endpoint or identity management environments. 
5. Experience improving workflows through scripting, automation, or modern productivity tools. 
6. Ability to support technology projects, document processes, manage priorities, and communicate clearly with technical and non-technical stakeholders. 
7. Strong verbal and written communication skills, with the ability to explain technology in practical, user-friendly terms and build effective working relationships. 
8. Relevant certifications such as CompTIA, ITIL, Microsoft, or project-related credentials are preferred. 
9. Endpoint management tools such as Intune or JAMF, PowerShell or other scripting tools, and supporting technology adoption or workflow improvements in a service-oriented environment. 

Requirements

 PHYSICAL AND MENTAL REQUIREMENTS  

1. Work will be conducted in a climate-controlled office setting with extensive use of computers and other office equipment. 
2. Ability to safely lift 25 pounds; routinely is required to move computers and related peripherals. 
3. Must be able to compose written reports clearly and effectively.  
4. Must be able to be in a stationary position due to attention to computer screen.  
5. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. 
6. The ability to observe details at close range (within a few feet of the observer) to perform work-related duties.  
7. Must be able to apply established protocols in a timely manner.  
8. Must be able to operate successfully while handling multiple projects.  

EQUAL OPPORTUNITY EMPLOYER 

The Family Institute is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other protected class. We strive to create a working environment that is free of all forms of discrimination and one that promotes human dignity and mutual respect among all staff. We believe every member of our organization enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, to identify challenges, and to discover, design, and deliver solutions. If you are a candidate with a disability and require a reasonable accommodation to complete this application, please direct your inquiries to the Recruiter. 

Compensation is based on several factors, including but not limited to scope and responsibilities of the position, a candidate’s applicable work experience, key skills and qualifications, as well as internal and external market considerations.  The pay range for this full-time, exempt position is  $76,242.00 - $104,833.30.  The Family Institute provides competitive benefits, including health, a 403(b)-retirement savings plan, generous time off, and professional development. For a more inclusive list of benefits, please visit our Careers page at https://www.family-institute.org/about-us/careers.