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Tech Support Analyst Associate

Northwestern Medicine · Winfield, IL · Full time · Health Care Provider

Posted Sep 28, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about a time you explained a technical fix to someone who was frustrated and not technical.

What they are checking: Whether they can stay calm and speak plainly with busy clinicians who have no patience for jargon.

Tell me about a time you could not solve a problem yourself. How did you decide to escalate, and what did you pass along?

What they are checking: Whether they escalate at the right time with good notes instead of guessing or giving up too soon.

How do you document tickets so the next analyst can pick up where you left off?

What they are checking: Whether they write clear notes that save teammates time and build a useful knowledge base.

Information Services here is rolling out AI, automation and advanced cyber controls. How do you keep up with new technology?

What they are checking: Whether they keep learning on their own as the tools they support keep changing.

What would you do

You have three tickets open and a physician stops you in the hallway with an urgent laptop problem. What do you do?

What they are checking: Whether they can weigh patient impact against the queue and communicate clearly with everyone who is waiting.

You are asked to set up a conference room for a video meeting with leadership in ten minutes and the display will not work. What do you check?

What they are checking: Whether they can handle audio-visual support quickly under pressure, a named part of this role.

About the work

A nurse calls saying her workstation on wheels will not connect to wireless and she has meds to pass. Walk me through how you troubleshoot it.

What they are checking: Whether they troubleshoot in a logical order while knowing that in a hospital, downtime delays patient care.

A printer on a nursing unit keeps printing patient labels with the wrong alignment. How do you figure out what is wrong?

What they are checking: Whether they can isolate driver, hardware and configuration issues on printing equipment that clinical work depends on.

What is the difference between a DHCP problem and a DNS problem, and how would each look to an end user?

What they are checking: Whether their networking knowledge goes deep enough to diagnose problems rather than just reboot devices.

How do you protect patient information when you are working on a clinical device or a user's computer?

What they are checking: Whether they understand HIPAA applies to IT staff and handle screens and data with care.

A desk phone in a clinic has no dial tone but the network jack works for a laptop. What would you look at?

What they are checking: Whether they understand telephony basics like VoIP, PoE and VLANs well enough to support phones.

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The full job description

As published by Northwestern Medicine.

The Technical Support Analyst Associate reflects the mission, vision, and values of Northwestern Medicine (NM), adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines, and all other regulatory and accreditation standards. The Technical Support Analyst possesses advanced knowledge of desktops, laptops, mobile devices, and associated operating systems and peripherals. Additionally, the analyst has in-depth understanding of networking (wired and wireless), printing and printing hardware, telephony support, and audio-visual support. Northwestern Medicine Information Services drives innovative, high-value solutions to transform health care. We are committed to supporting the relentless pursuit of better medicine by providing exceptional service to our patients and guests, as well as internal clients across the organization. To ensure excellence, our team goes to extraordinary lengths to ensure that our systems work together seamlessly. Northwestern Medicine understands that technology plays an integral role in shaping the future of health care. Information Services strategically supports the organization by: • Leveraging AI, automation, and rollout of advanced cyber controls that support digital transformation strategies. • Implementing advanced technologies in clinical and administrative areas. • Furthering the development of the end-user support model to help enhance modern infrastructure. Responsibilities: The Technical Support Analyst Associate will have primary responsibility for maintaining all NM endpoint hardware and core software including but not limited to computing devices, pagers, printers, telephony and telephony hardware, operating systems, core software and some specialized software/systems including NM’s electronic health record. To that purpose, the position provides business-use guidance as well as technical guidance for end user technologies. The role includes hardware and software deployment as necessary. This position requires participation in an on-call support to ensure the availability and performance of our systems. Minimum Requirements: Experience: • 0-3 years of experience in technical support or related discipline. Behavioral Attributes: • Basic support knowledge of desktops, laptops, and mobile devices, including MS Office products, printers, telephony hardware, and network configurations (wired and wireless). Preferred: • Bachelor’s Degree in a related field. • I.T. related certification. Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status. Background Check Northwestern Medicine conducts a background check that includes criminal history on newly hired team members and, at times, internal transfers. If you are offered a position with us, you will be required to complete an authorization and disclosure form that gives Northwestern Medicine permission to run the background check. Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act. Artificial Intelligence Disclosure Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person. Benefits We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Click on or copy and paste URL to your browser to view detailed benefits information NorthwesternMedicine Career Page https://jobs.nm.org/benefits Please refer to the Benefits Eligibility by Employment Classification to determine benefits eligibility for job postings. If sign-on bonus is included in a job posting eligibility is as followed: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign-on bonus. Exception : New graduate internal employees seeking their first licensed clinical position as a Registered Nurse at NM may be eligible.

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