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The Organization

Through clinical services, education, and research, The Family Institute at Northwestern University 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 four service sites. We are a strong, independent organization focused on advancing the world of behavioral health.

Learn more about our culture.

The Role

Reporting to the VP of Information Systems and Security Officer, the Technical Support Specialist performs analytical, technical, and administrative tasks related to supporting the technology infrastructure of the institution across all locations. This includes diagnosing and resolving problems in response to customer reported incidents; conferring with end users to determine types of hardware and software required; installing new hardware and software and maintaining existing components; training end users in the use of equipment and software; performing general maintenance tasks; troubleshooting and resolving issues with devices and peripheral equipment located throughout the organization; documenting solutions to reported issues, preparing weekly summary reports for supervisor review; evaluating products for compatibility, expandability, and ease of use and support; making recommendations to management on the support or nonsupport of evaluated products. This role may also participate as a technical expert in various information system implementation, upgrade, and development projects.

Location
Department
Information Technology
Reports To
VP of Information Systems and Security Officer

Primary Responsibilities

  1. Provide level 1 and 2 service desk support utilizing institutional issue management system. Analyze, research, and resolve complex end-user incidents/issues. Ensure timely response to reported issues, assign appropriate prioritization, provide thorough documentation, escalate issues as necessary, and monitor all issues through to resolution. 
  2. Configure and deploy new equipment for employee use; including operating systems, requested software applications, computing peripherals, and workstation setup as necessary.  
  3. Diagnose and repair hardware components, memory management, operating systems, and application software on previously deployed computing devices and peripherals.  
  4. Support DHCP, DNS, AD DS, file sharing, printing services, and other network services as needed to maintain business operations.  
  5. Support primary productivity and collaboration applications including messaging, video conferencing, telecommunications, and office suite.   
  6. Ensure confidentiality, availability, and integrity of all TFI information systems through implementation of institutional threat detection systems and compliance with security policies and protocols.  
  7. Maintain inventory throughout the asset lifecycle. Implement newly procured assets, maintain existing asset health, and retire outdated/unsupported assets. Update asset information within asset management system. Monitor deployed systems for required OS patches, software upgrades, and scheduled hardware replacement. 
  8. Provide appropriate access to applications, systems, and data as defined by institutional policy and procedure. 
  9. Train customers as needed on supported devices and technologies. 
  10. Review, update, and maintain documentation as needed for knowledge base, internal processes and procedures, workflows, and training manuals. 
  11. Assist with review and evaluation of new hardware and software products and provide relevant reviews/recommendations. 
  12. Collaborate with Managed Services vendor and assist as necessary to ensure systems and networks are operating as expected.   
  13. Ensure IT-related on-boarding and training materials are accurate and participate in new employee and student orientation processes.   
  14. Develops and maintains productive relationships with TFI users to ensure technology platforms and hardware meet current and future business needs. 
  15. Advocate for compliance with established organizational policies and standards. Monitor the environment and report potential issues. 
  16. Participate as technical expert in organization-wide IT-related projects in collaboration with assigned project manager. 
  17. Provide weekly status reports to Information Technology Operations Manager. 
  18. Perform other duties as assigned by manager for business necessity.

Summary of Qualifications

Knowledge and Skills

  1. Expert knowledge of Windows operating systems, and significant experience supporting Mac devices/operating systems. Ability to support relevant organizational applications within Android and iOS environments.  
  2. Experience working with popular incident tracking and asset management software applications. 
  3. Required experience with Microsoft 365 and Azure environment. 
  4. Excellent verbal and written communication skills with the ability to establish strong working relationships with community members.  
  5. Ability to perform essential duties with little to no assistance. 
  6. Prior experience within a healthcare setting and familiarity with HIPAA requirements is preferred. 
  7. Industry-related certifications (CompTIA, ITIL, PMP, MCSA, etc.) are preferred.

Minimum Hiring Specifications

  1. Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience. 
  2. 3-5 years of experience working in IT operations performing similar duties.     
  3. Working knowledge of a broad set of IT concepts: computer systems, information security, networking, systems administration, databases and data storage systems, and phone systems.

Job Requirements

Physical and Mental Requirements

  1. Must be able to compose written reports clearly and effectively  
  2. Must be able to be in a stationary position due to attention to computer screen   
  3. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations 
  4. The ability to observe details at close range (within a few feet of the observer) to perform work-related duties  
  5. Must be able to apply established protocols in a timely manner  
  6. Must be able to determine solutions to problems  
  7. Must be able to operate successfully while handling multiple projects

How to Apply

SUBMIT AN APPLICATION

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 reasonable accommodation to complete this application, please direct your inquiries to hr@family-institute.org

Compensation is based on a number of 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 $48,600.00 - $65,450.00/year. 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.