Systems Support Engineer

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.

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.

VP of Information Systems and Security Officer

FLSA Status

Exempt

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,…