Tech Service Center I (Onsite Tech Support)

Job Description

Primary Duties & Responsibilities

• Uses advanced knowledge of PC, mobile device, hardware, software configurations, operating systems, and LAN to resolve technical environment issues and provide implementation support. Provides omni- channel technical support (Home Office) in a fast paced, high-pressure environment while multi-tasking (e.g. two or more simultaneous users) and or reprioritizing efforts as needed.
• Provide on-site, in-person support, five days a week at either the Franklin or Downtown campus.
• Back up the TSC AV team on an as needed basis
• Performs advanced level client experience consultation. Deep issue analysis when challenged at First Level, use of advanced knowledge and software tools to assist in developing solutions and tests fixes to resolve first touch whenever possible. Resolves escalations from Level 1 support where needed.
• Provides Home Office subject matter expertise to less experienced staff both in person and/or on-line. Expands knowledge and experience by gaining additional subject matter expertise and demonstrated proficiency in some of the following areas:

• Training - Perform technical mentoring, training and consultation to individuals or users.
• Project Consultation - Represent the Technology Service Center on project efforts to help drive a successful implementation, client and support experience.
• Help kick-off meetings, setup AV equipment in the spaces TSC AV is responsible to support.
• Stays up to date on changing business needs and interacts with project and support (N-tier) teams to coordinate/trouble-shoot support for rollouts, deployments and implementations. Remains closely connected with our internal team, and Home Office clients via an Omni channel support environment.
• Contributes to process/service improvement ideas to enhance the client experience, partnering with more experienced team members for guidance where needed.
• Resolves issues while exciting and level setting clients about the technology environment.

Knowledge, Skills, Abilities

• Bachelor's degree in computer science, MIS or related field OR a significant amount of directly-related work experience required
• Minimum of 3 years of technical Help Desk experience or in-person technical support.
• Advanced knowledge in computer, mobile device hardware, and software troubleshooting including proficiency in using software support tools.
• Demonstrates strong customer service skills that translate both inside (HO) and externally (Field), verbally and in writing at all levels in a succinct yet understandable fashion based on audience. Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a rapidly changing technology environment.
• Demonstrated analytical and problem-solving abilities including sound judgment/decision-making skills.
• High degree of initiative and motivation including willingness to seize opportunities to identify, help drive and implement process/service improvement and innovation.
• Keen attention to detail including proficiency in clear and understandable ticket documentation.
• Ability to diffuse/resolve escalations, resolve complex issues, help train and coach others.

Compensation Range:

Pay Range - Start:

Pay Range - End:

Geographic Specific Pay Structure:

Structure 110:

Structure 115:

We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

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Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

Process Improvement (NM) - Beginner, Technical Troubleshooting (NM) - Intermediate, Prioritization (NM) - Intermediate, Digital Products (NM) - Beginner, Strategic Thinking (NM) - Beginner, Adaptive Communication (NM) - Beginner, Business Acumen (NM) - Beginner, Cross Functional Partnering & Planning (NM) - Beginner, IT Service Management (NM) - Beginner, Professional Curiosity (NM) - Beginner (Inactive), Escalation Management (NM) - Beginner, Analytical Thinking (NM) - Beginner, Technical Documentation (NM) - Beginner, Stakeholder Relationship (NM) - Beginner, Customer Support (NM) - Intermediate, Technical & Digital Acumen (NM) - Beginner, Customer Centricity (NM) - Beginner, Field Advocacy (NM) - Beginner

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups