Technical Support Specialist

Description

DEPARTMENT: Professional Services

REPORTS TO: VP of Information Systems and Security Officer

LOCATION: Evanston, IL

FLSA CLASSIFICATION: NON-EXEMPT

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 three service sites.

We are a strong, independent organization focused on advancing the world of behavioral health.

Learn more about our culture.

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.

• 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, elevate issues as necessary, and monitor all issues through to resolution.
• Configure and deploy new equipment for employee use; including operating systems, requested software applications, computing peripherals, and workstation setup as necessary.
• Diagnose and repair hardware components, memory management, operating systems, and application software on previously deployed computing devices and peripherals.
• Support DHCP, DNS, AD DS, file sharing, printing services, and other network services as needed to maintain business operations.
• Support primary productivity and collaboration applications including messaging, video conferencing, telecommunications, and office suite.
• 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.
• Train employees and students as needed on supported devices and technologies.
• Assist with review and evaluation of new hardware and software products and provide relevant reviews/recommendations.
• Develops and maintains productive relationships with TFI users to ensure technology platforms and hardware meet current and future business needs.
• Monitor the environment and report potential and recurring issues that go against the organization’s policies.
• Perform other duties as assigned by manager for business necessity

• 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.
• Experience working with popular incident tracking and asset management software applications.
• Required experience with Microsoft 365 and Azure environment.
• Excellent verbal and written communication…