The RequirementsTo meet the basic qualification for this role you must have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship To be a strong fit for the Technology Coordinator / Desktop Support opportunity, you will have:
- An associate’s (two-year) degree in Computer Science or a related field, or an equivalent combination of education and experience
- 2 years of Tier I & II Help Desk experience
- Demonstrated success troubleshooting PC-related problems in a Windows 7, 8 and 10 environment
- Strong technical knowledge of computers, networks, systems and the Internet including the ability to:
- Answer basic troubleshooting questions for desktop computers/laptops
- Support and maintain a LAN/Server
- Install system changes
- Provide sign-on maintenance/assistance
- Set up and maintain networked computers
- Order network office computers and track maintenance agreements
- Basic understanding of printers, telecommunications/phone systems, video conferencing and office equipment preferred
- Experience working with vendors preferred
- Experience managing technology setup when moving or opening a new office is ideal.
- Excellent interpersonal skills to work with users and vendors and leverage diplomacy in obtaining information and cooperation to solve technical problems/issues
- Strong written and verbal communication skills
- The ability to balance multiple priorities; strong demand management skills
The RoleWork in Dual Reporting Structure to Support a Dispersed Group of Professionals
As Technology Coordinator (TC) you will serve as a member of the Northwestern Mutual corporate technology support staff and work out of a highly successful and actively growing Network Office. While you will report to corporate in Milwaukee, you'll also work closely with and support the needs of local leadership in Los Angeles. This unique reporting structure will provide exposure and resources both locally and at the corporate level. Though you'll have a dual focus, you will work within the parameters of the culture and guidelines of the local office.
The Los Angeles Office
For over 40 years, the Financial Representatives (FRs) of Northwestern Mutual - Downtown Los Angeles have been providing quality products and services to their clients. We service clients throughout Southern California and Nevada with offices in Downtown Los Angeles, West Los Angeles, Orange County and Las Vegas. We provide our clients with financial guidance and world-class products and services that help families and businesses obtain financial security and success. In 2015, three of our financial representatives ranked among the top 10 in the Western Region. Northwestern Mutual in Downtown Los Angeles was recognized as the top network office in the Western Region.
In conjunction with other members of our technology team, including an experienced Technology Coordinator / IT Support and Technology Productivity Coordinator / Trainer; you will provide service and support to a team of more the 300 across all the offices, including 140 Financial Representatives and staff. In the summer, you'll also support our intern program.
The Network Office recently moved to a new location and you will play an important role in supporting the technology as we build state-of-the-art operations and ensure reliable connectivity. You'll be part of a strong technology team providing FRs and staff the tools and resources they need to succeed.
Pictured right: Matthew J Plocher, Managing Partner, Los Angeles, CA.
As TC / IT Support, you will act as a desktop support resource and be responsible for providing Tier 1 and 2 operational productivity assistance across the network of offices. Your high-reaching mission will be to build professional relationships and credibility that lead users to embrace technology, see it as an invaluable tool to their success, and view you as the "go-to" expert who will support their technology needs. You will focus on hardware primarily (computers, network, connectivity) along with the other TC, and partner with the local TPC/Trainer who will train and support FRs and staff on a wide variety of software. Additionally, you will provide 100% technology support across your assigned offices and across technologies, including all office equipment beyond computers (e.g. telecommunications, printers, audiovisual, etc.).
Specifically, you will be responsible for:
- Providing Tier 1 and 2 support, as needed. Difficult Tier 3 issues can be escalated to a Senior Technician in Milwaukee
- Managing proprietary software changes and the introduction of new and highly complex technologies
- Full desktop support including:
- Diagnosing desktop and support systems issues
- Reimaging computers
- Password assistance
- Screen shares
- Error codes
- The resolution of all Field Link computer associated problems
- Supporting the Network Support Division (NSD) management by collecting, analyzing, interpreting, and recording highly technical and diverse data required for both troubleshooting and effective maintenance of computer systems
- Providing support during test pilots (SPOC)
- Leveraging a ticketing system to manage workflow
- Working extensively with vendors; tracking service agreements
- Maintaining appropriate inventory to get new users up and running in short order
- Managing non-computer related technical systems and equipment, including maintenance agreements for equipment
Why Join UsGround-Floor, High-Impact Opportunity
This is a new program for Northwestern Mutual and a ground-floor opportunity for you. Though many team members are technologically astute, this is a chance to super-charge the impact of technology across multiple areas in addition to the direct value you’ll provide to the various users. Your efforts will impact compliance, quality, customer service, service and sales goals and more.
Influence Success Early On
You will have the opportunity to work with many team members as they first join us. You will have the ability to influence their success as well as their early impressions of Northwestern Mutual. You can feel good knowing that you are helping others reach their career goals and feel comfortable and welcome in a new setting.
Autonomy to Manage Your Responsibilities
Your goals will center on outcomes such as getting the Financial Representatives and other stakeholders in your assigned offices to increasingly leverage technology to sell and get results; to build trust-based relationships and prove yourself as the go-to expert; to align technology goals with the goals of leadership, etc. While there's a lot of enthusiasm for this technology support program, you'll need to earn credibility and demonstrate the value of the program, gaining buy-in from the team members you'll support. As long as you are meeting your goals, you will enjoy a good deal of autonomy in how you manage your responsibilities. You can shape your role to suit your style and positively impact learning.
Though you could be happy and challenged in this role for years to come, success could open additional doors of opportunity within Northwestern Mutual, both locally and at Corporate. For example, you could step up to a field marketing role, representing the program and building relationships with stakeholders throughout a designated region, pursue a variety of corporate roles, or train for an FR or another local role. Some opportunities would require relocation.
Naturally, you'll come in with strong coaching and training skills, but we'll ensure you have the technology training and tools you need to succeed. (Please see the Role tab for detailed training information).
A Company that Cares
We create meaningful employment opportunities and invest in our people. We strengthen local businesses and economies. We give back, help out, and make a difference for families and children -- thousands of whom have benefited from our national philanthropic program to fight childhood cancer through Alex's Lemonade Stand Foundation. And each year, our employees and local offices donate time, talent and financial support to causes they’re passionate about. Consider some of our recent corporate commitments:
- The Northwestern Mutual Foundation has given nearly $170 million to communities across the nation during the past decade.
- Northwestern Mutual has given more than $9 million to support urban education in Milwaukee during the past five years.
- Our employees volunteer more than 30,000 hours each year to community organizations.
We have a highly professional, service oriented culture committed to serving our clients and the community. We strive to create an environment where people like to work and do their best. Our atmosphere is fast-moving and our culture is strong.
You’ll travel to our corporate offices for training initially and in the future. With 5,000 employees at our home office in Milwaukee and a second campus in Franklin, WI, Northwestern Mutual is truly a community within a community. You’ll learn in a vibrant and innovative atmosphere where employees are challenged, camaraderie and a sense of team are strong, and you can build your skills and knowledge as you stimulate your mind and make important internal connections.
The Power of Diversity
We believe that a diverse and inclusive work environment attracts and engages the best talent—people with unique ideas, points of view, and passions. We foster a culture of inclusion where everyone can be their best, and are committed to hiring a talented and diverse workforce. At Northwestern Mutual we take a holistic approach to both raise our brand awareness and recruit new talent for corporate and national sales opportunities at diversity events across the country. We reach tens of thousands of professionals and students through our affiliations with:
- National Association of Black Accountants (NABA)
- National Association of Women MBAs (NAWMBA)
- National Black MBA Association (NBMBAA)
- National Society of Hispanic MBAs (NSHMBA)
In addition to a competitive salary and bonus incentive opportunity, we offer a comprehensive slate of benefits including insurances, PTO and more.
Video: Our Los Angeles office won the first ever Childhood Cancer Impact Award. Pictured: Northwestern Mutual - Los Angeles is a proud sponsor and participant of the American Cancer Society's "Making Strides Against Breast Cancer Walk." Our financial advisors, clients, and staff joined over 2,500 participants for a 3-mile walk at L.A. LIVE in Downtown Los Angeles in support of breast cancer research, education, and patient services. Together, they raised over $185,000!
Keys to SuccessNaturally, you’ll need to dedicate yourself to knowledge gain and become expert in all of the available technology, but to be successful in the role of Technology Productivity Consultant / Trainer, you’ll also need outstanding interpersonal skills and the ability to build strong relationships. Because you will serve in a position that is a dual resource (corporate and local), you’ll build relationships on both fronts. You will perform your daily tasks in the network and district offices, and your goals will be centered on those offices, but you’ll also build partnerships and create resources with the wider technology team and within the corporate office. To fit the local culture, in addition to your communication skills, you will bring an upbeat, helpful attitude and outstanding organization skills.
When performing your role, setting the right tone will be important. You should be able to sit down and listen in order to understand the concerns or your trainees and what they’re up against. You’ll remember that they are professionals in their field, not computer scientists, and while you’ll project empathy and understanding of the challenges of building a financial planning business, you will also keep things upbeat and the atmosphere ripe for learning. For those who are resistant to technology, you will sometimes need a bit of a thick skin as you demonstrate the value of the program and win them over. You might also need to train on a specific technology 3 or 4 times before it sinks in. Ultimately, you will be proactive, have the desire to help, and serve as a business partner enabling individual success.
Additionally, to be successful, you will:
- Tailor your approach so that the Financial Representatives and office staff understand and can demonstrate the specific benefits technology offers to each unique user audience.
- Partner with, and independently develop and deliver sound recommendations to the local leadership team in order to assist them in establishing goals.
- Lead planning to ensure goals are attained and benefits realized (e.g. increased field and recruitment productivity, capitalization on expense/revenue benefits based on efficiencies gained, etc.).
- Maintain an informed engagement plan to drive improved use of technology and better enable goal attainment. You will be responsible for 4 to 5 performance goals. Note: performance against plan will be measured with the aid of technology adoption metrics. Metrics are a key indicator of your success and can guide you in modifying your approach.
- Take quarterly satisfaction survey (required at every level) with the goal of receiving a 4 out of 5 by the end of your first year.
About UsAs achieving financial security becomes more complex for more people, a few simple truths are becoming even more powerful: Relationships are built on trust. Our lives and businesses matter. And we're much stronger together than we are apart. These beliefs launched our company nearly 160 years ago. Today they're hardwired into our DNA and are just some of the reasons why people turn to Northwestern Mutual to help secure their futures.
At Northwestern Mutual, financial security is built on the lasting relationships our financial advisors establish with their clients. Our advisors get to know their clients' hopes and dreams so they can help them make life's financial decisions with confidence. Working with some of the best-trained financial professionals in the business*, clients benefit from a distinctive planning approach that includes protecting what they already have and high-quality products that perform for the long term.
Doing what's right, taking a long-term view and sharing our success with clients sets up apart. In the past 10 years -- including the Great Recession -- we've paid clients more than $47 billion in dividends. In 2016, we expect to pay a record $5.6 billion in total dividends, including industry-leading dividends on life and disability insurance.**
*Training Magazine's annual "Training Top 125" list, January/February 2015 issue.
**Northwestern Mutual analysis of dividends based on historical data. The dividend scale and the underlying interest rates are reviewed annually and are subject to change. Future dividends are not guaranteed, although Northwestern Mutual has paid a dividend every year since 1872.
Pictured: Los Angeles, CA.