Systems Support Engineer

About 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.

Responsibilities

• 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.
• 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.
• 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.
• Maintain asset records and lifecycle practices that support efficient, cost-conscious technology decisions.
• 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.
• 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.
• 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.
• Assist the VP with project planning, roadmap execution, and operational improvements.
• Conduct audits of implemented technologies and workflows to verify effectiveness, identify gaps, and recommend improvements.
• Provide regular status updates to the VP on support trends, project progress, and key issues requiring attention.

Qualifications

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

Summary of Qualifications

The Systems Support Engineer must possess a comprehensive understanding of IT operations, including end-user computing, systems administration, information security, networking, cloud services, data storage, and collaboration platforms. They should have broad knowledge of IT operations and experience in administering Microsoft 365, Microsoft Copilot, Azure, and modern endpoint or identity management environments. Strong communication and problem-solving skills are essential, along with the ability to support technology projects, document processes, manage priorities, and communicate clearly with technical and non-technical stakeholders. Relevant certifications and experience with endpoint management tools are preferred.

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.