Northwestern Mutual Career Opportunities
How many years of experience do you have providing help desk or desktop hardware and software support?
Within the last 5 years, what role did the following play in your job:
Providing Level I/Level II (or Tier I/Tier II) help desk support either over the phone or in person
Within the last 5 years, what role did the following play in your job:
Supported issues with Phones and Internet Connectivity for users or groups of users
Are you able to travel 10% to 20% of the time, including some overnight stays?
Technology Coordinator/IT Support
LA - New Orleans
OR
Apply with

Enjoy Corporate and Local Visibility as You Make an Impact in a Critical Help Desk Role

This is your opportunity to leverage your strong technical aptitude and Level 1 & 2 help desk skills to take ownership of a critical, multi-office support role. You will work at a highly successful financial planning office in Metairie, LA, as well as support a District Network Office and satellite offices across Louisiana and Mississippi. Your mission will be to help Financial Representatives (FRs) and office staff keep their technology working and up-to-date so that they can effectively support their customers and grow their businesses. You will be the go-to hardware expert who can help with anything from system set-ups to updates, troubleshooting, reimaging and more. You will support computer hardware as well office systems, including telecommunications, printers and audiovisual equipment, which we will teach you if you don't already know it.

The role of Technology Coordinator is an ideal opportunity for someone with a great mix of technical and interpersonal skills -- someone who can gather information from their customers, ask questions, listen and understand the problem then leverage that information to troubleshoot and find solutions. This is a unique opportunity because the role has a corporate reporting structure and local influence, meaning your successes will be noticed and can open doors to future advancement with Northwestern Mutual.

At Northwestern Mutual, we’re driven by the desire to help clients achieve lifelong financial security, and we believe that a long-term approach is the best path to success. We also believe that by giving back, we can help our community move forward. Together with our clients, we’re working to enrich lives, strengthen businesses and build a brighter future.

The Requirements

To meet the basic qualifications for this role you must have:
  • 2 years of Level 1 Help Desk experience Quick question for you - click here
  • 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
  • 4+ years of Level 1 and 2 Help Desk experience preferred Quick question for you - click here
  • Demonstrated success troubleshooting PC related problems in a Windows XP environment
  • Strong technical knowledge of computers, networks, systems & 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 Quick question for you - click here
  • Experience working with vendors preferred
In addition to your technical skills, success will require the following core competencies and characteristics:
  • 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
  • A proactive, forward thinker with a go-getter personality and a strong sense of urgency
You will be seated in our Network Office in Metairie, LA, and travel as needed to support a group of smaller offices across Louisiana and Mississippi, including Lake Charles, Baton Rouge, Shreveport, and Lafayette, LA, and Ridgeland, Gulfport and Hattiesburg, MS. We anticipate travel to be approximately 10% to 20%, including overnight stays as needed, depending upon distance. Travel will be on the high end of the spectrum initially, as you build rapport and earn credibility across the two states, but once you're settled in, you'll likely only travel to the other offices once per quarter or less. You will have access to remote training tools which will also reduce travel. In addition, you will travel to Milwaukee, Wisconsin for initial and quarterly training with the Technology team. Quick question for you - click here

The Role

Your Role
As Technology Coordinator (TC) you will serve as a member of the Northwestern Mutual corporate technology support staff and primarily work out of a successful network office located in Metairie, LA. You'll work in partnership with a talented Technology Productivity Coordinator / Trainer who has been doing the IT support and training and needs your help to take support to the next level. In Metairie, you will support approximately 120 Financial Representatives (FRs) selling our products, and 60 assistants and support staff members supporting clients and the FRs. You'll also serve another 40 FRs and 18 to 20 assistants and support staff dispersed across all the other offices in the Louisiana / Mississippi region.

The New Orleans Office
The Metairie office, near New Orleans, is highly professional in dress, presentation, and client interactions, but is also tight-knit, family-oriented and dedicated. We work well together and like to have fun. People enjoy working here, as demonstrated by the fact that our team is highly tenured. In fact, the majority of your time will be spent working with legacy employees rather than doing onboarding and initial training. Part of your challenge will be to gain buy-in from people who might already have a system of doing things and need to be shown a better solution.

You will be able to make an impact by matching the office's cultural value of always bringing your best effort and providing top-notch service. Additionally, you will be a motivated self-starter and problem-solver who can move at the speed of the team, but still slow down and ensure those you are training are gaining the understanding they need. You will be collaborative and able to step-up and help as needed. Pictured: Steven Dugal CLU®, ChFC®, LUTCF, Managing Partner Louisiana.

Responsibilities
As TC, you will act as a desktop support resource and be responsible for providing both Level 1 and 2 operational productivity assistance to internal customers. Your high-reaching mission will be to build professional relationships and credibility that leads 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) and partner with the local Technology Productivity Consultant / Trainer (TPC) who will train and support the 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. telephones, printers and more). You may also provide some system training.

Specifically, you will be responsible for:
  • Providing Level 1 and 2 support, as needed; Level 3 issues will 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
    • Updates
    • Etc.
  • 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 problem identification and effective maintenance of the Field’s computer system   
  • 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
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Why Join Us?

Be the go-to expert and impact success
This is an opportunity earn credibility and serve as the go-to expert for hardware. Technology is crucial to the success of the offices and individual contributors you'll serve, meaning keeping everything up-to-date and running smoothly will directly reflect your success in the role.

Autonomy & support
As long as you are supporting the team and keeping the technology updated and moving, you will enjoy a good deal of autonomy in how you manage your responsibilities. You'll have room to demonstrate your skill and excel in your role. Of course when you need support it is available. Resources include the local TPC, Level 3 escalation partner, and the larger corporate tech team.

Career growth
We anticipate growth in this Network and across the company. Growth equals opportunity and advancement potential for proven performers. For example, you might decide to focus on software and move into and TPC role. Or, if you've got your eye set on management, you might step up to a regional role and take direct responsibility for a number of Technology Coordinators. There are ample opportunities to advance your career, especially if you're willing to relocate.

Outstanding training
Naturally, you'll come in with strong technology skills and learning aptitude, but we'll ensure you have the technology training and tools you need to succeed. You will enjoy outstanding training in Milwaukee and access to tech experts who have deep familiarity with Northwestern Mutual's operations and culture.

Corporate connection
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.

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.
At the local level, we actively support as well as St. Jude's, Juvenile Diabetes research and others. You will have ample opportunities to participate if you wish. Pictured: Raegan was diagnosed with stage III germ cell tumor in 2014 and is currently in remission. Northwestern Mutual - Louisiana has been their entertainment sponsor during the Racquets for Raegan tennis tournament for the past two years. In 2015, Racquets for Reagan raised $110,000 dollars for St. Jude's Children's Research Hospital.

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:
  • ALPFA
  • National Association of Black Accountants (NABA)
  • National Association of Women MBAs (NAWMBA)
  • National Black MBA Association (NBMBAA)
  • National Society of Hispanic MBAs (NSHMBA)
Excellent compensation
In addition to a competitive salary and bonus incentive opportunity, we offer a comprehensive slate of benefits including insurances, PTO and more.

Keys to Success

Naturally, you’ll need to dedicate yourself to knowledge gain and become expert in all of the technology you will support. However, to be successful in the role of Technology Coordinator / IT Support, you will also need outstanding interpersonal skills and the ability to earn credibility and establish rapport. At times you'll need a bit of a thick skin and the empathy to understand what it's like in your customers' shoes. For example, a Financial Representative might be on an appointment and struggling with technology. It will be up to you to fix things quickly and get them moving again. It will also be important to keep an eye on inventory so that you have the resources you need to get new FRs and staff up and running from day one. Success will take a proactive approach and strong sense of urgency.

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 Metairie and the other offices, and your goals will be centered on those offices, but you’ll also build partnerships and create resources on the wider technology team and within the corporate office, especially with your Level 3 counterpart. You'll know you're hitting the mark when there is a strong reduction in calls to the Corporate Tech Team, because your customers are turning to you and you're solving their problems.  

About Us

As 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: Milwaukee.

Enjoy Corporate and Local Visibility as You Make an Impact in a Critical Help Desk Role

This is your opportunity to leverage your strong technical aptitude and Level 1 & 2 help desk skills to take ownership of a critical, multi-office support role. You will work at a highly successful financial planning office in Metairie, LA, as well as support a District Network Office and satellite offices across Louisiana and Mississippi. Your mission will be to help Financial Representatives (FRs) and office staff keep their technology working and up-to-date so that they can effectively support their customers and grow their businesses. You will be the go-to hardware expert who can help with anything from system set-ups to updates, troubleshooting, reimaging and more. You will support computer hardware as well office systems, including telecommunications, printers and audiovisual equipment, which we will teach you if you don't already know it.

The role of Technology Coordinator is an ideal opportunity for someone with a great mix of technical and interpersonal skills -- someone who can gather information from their customers, ask questions, listen and understand the problem then leverage that information to troubleshoot and find solutions. This is a unique opportunity because the role has a corporate reporting structure and local influence, meaning your successes will be noticed and can open doors to future advancement with Northwestern Mutual.

At Northwestern Mutual, we’re driven by the desire to help clients achieve lifelong financial security, and we believe that a long-term approach is the best path to success. We also believe that by giving back, we can help our community move forward. Together with our clients, we’re working to enrich lives, strengthen businesses and build a brighter future.

The Requirements

To meet the basic qualifications for this role you must have:
  • 2 years of Level 1 Help Desk experience Quick question for you - click here
  • 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
  • 4+ years of Level 1 and 2 Help Desk experience preferred Quick question for you - click here
  • Demonstrated success troubleshooting PC related problems in a Windows XP environment
  • Strong technical knowledge of computers, networks, systems & 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 Quick question for you - click here
  • Experience working with vendors preferred
In addition to your technical skills, success will require the following core competencies and characteristics:
  • 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
  • A proactive, forward thinker with a go-getter personality and a strong sense of urgency
You will be seated in our Network Office in Metairie, LA, and travel as needed to support a group of smaller offices across Louisiana and Mississippi, including Lake Charles, Baton Rouge, Shreveport, and Lafayette, LA, and Ridgeland, Gulfport and Hattiesburg, MS. We anticipate travel to be approximately 10% to 20%, including overnight stays as needed, depending upon distance. Travel will be on the high end of the spectrum initially, as you build rapport and earn credibility across the two states, but once you're settled in, you'll likely only travel to the other offices once per quarter or less. You will have access to remote training tools which will also reduce travel. In addition, you will travel to Milwaukee, Wisconsin for initial and quarterly training with the Technology team. Quick question for you - click here

The Role

Your Role
As Technology Coordinator (TC) you will serve as a member of the Northwestern Mutual corporate technology support staff and primarily work out of a successful network office located in Metairie, LA. You'll work in partnership with a talented Technology Productivity Coordinator / Trainer who has been doing the IT support and training and needs your help to take support to the next level. In Metairie, you will support approximately 120 Financial Representatives (FRs) selling our products, and 60 assistants and support staff members supporting clients and the FRs. You'll also serve another 40 FRs and 18 to 20 assistants and support staff dispersed across all the other offices in the Louisiana / Mississippi region.

The New Orleans Office
The Metairie office, near New Orleans, is highly professional in dress, presentation, and client interactions, but is also tight-knit, family-oriented and dedicated. We work well together and like to have fun. People enjoy working here, as demonstrated by the fact that our team is highly tenured. In fact, the majority of your time will be spent working with legacy employees rather than doing onboarding and initial training. Part of your challenge will be to gain buy-in from people who might already have a system of doing things and need to be shown a better solution.

You will be able to make an impact by matching the office's cultural value of always bringing your best effort and providing top-notch service. Additionally, you will be a motivated self-starter and problem-solver who can move at the speed of the team, but still slow down and ensure those you are training are gaining the understanding they need. You will be collaborative and able to step-up and help as needed. Pictured: Steven Dugal CLU®, ChFC®, LUTCF, Managing Partner Louisiana.

Responsibilities
As TC, you will act as a desktop support resource and be responsible for providing both Level 1 and 2 operational productivity assistance to internal customers. Your high-reaching mission will be to build professional relationships and credibility that leads 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) and partner with the local Technology Productivity Consultant / Trainer (TPC) who will train and support the 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. telephones, printers and more). You may also provide some system training.

Specifically, you will be responsible for:
  • Providing Level 1 and 2 support, as needed; Level 3 issues will 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
    • Updates
    • Etc.
  • 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 problem identification and effective maintenance of the Field’s computer system   
  • 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
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Why Join Us?

Be the go-to expert and impact success
This is an opportunity earn credibility and serve as the go-to expert for hardware. Technology is crucial to the success of the offices and individual contributors you'll serve, meaning keeping everything up-to-date and running smoothly will directly reflect your success in the role.

Autonomy & support
As long as you are supporting the team and keeping the technology updated and moving, you will enjoy a good deal of autonomy in how you manage your responsibilities. You'll have room to demonstrate your skill and excel in your role. Of course when you need support it is available. Resources include the local TPC, Level 3 escalation partner, and the larger corporate tech team.

Career growth
We anticipate growth in this Network and across the company. Growth equals opportunity and advancement potential for proven performers. For example, you might decide to focus on software and move into and TPC role. Or, if you've got your eye set on management, you might step up to a regional role and take direct responsibility for a number of Technology Coordinators. There are ample opportunities to advance your career, especially if you're willing to relocate.

Outstanding training
Naturally, you'll come in with strong technology skills and learning aptitude, but we'll ensure you have the technology training and tools you need to succeed. You will enjoy outstanding training in Milwaukee and access to tech experts who have deep familiarity with Northwestern Mutual's operations and culture.

Corporate connection
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.

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.
At the local level, we actively support as well as St. Jude's, Juvenile Diabetes research and others. You will have ample opportunities to participate if you wish. Pictured: Raegan was diagnosed with stage III germ cell tumor in 2014 and is currently in remission. Northwestern Mutual - Louisiana has been their entertainment sponsor during the Racquets for Raegan tennis tournament for the past two years. In 2015, Racquets for Reagan raised $110,000 dollars for St. Jude's Children's Research Hospital.

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:
  • ALPFA
  • National Association of Black Accountants (NABA)
  • National Association of Women MBAs (NAWMBA)
  • National Black MBA Association (NBMBAA)
  • National Society of Hispanic MBAs (NSHMBA)
Excellent compensation
In addition to a competitive salary and bonus incentive opportunity, we offer a comprehensive slate of benefits including insurances, PTO and more.

Keys to Success

Naturally, you’ll need to dedicate yourself to knowledge gain and become expert in all of the technology you will support. However, to be successful in the role of Technology Coordinator / IT Support, you will also need outstanding interpersonal skills and the ability to earn credibility and establish rapport. At times you'll need a bit of a thick skin and the empathy to understand what it's like in your customers' shoes. For example, a Financial Representative might be on an appointment and struggling with technology. It will be up to you to fix things quickly and get them moving again. It will also be important to keep an eye on inventory so that you have the resources you need to get new FRs and staff up and running from day one. Success will take a proactive approach and strong sense of urgency.

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 Metairie and the other offices, and your goals will be centered on those offices, but you’ll also build partnerships and create resources on the wider technology team and within the corporate office, especially with your Level 3 counterpart. You'll know you're hitting the mark when there is a strong reduction in calls to the Corporate Tech Team, because your customers are turning to you and you're solving their problems.  

About Us

As 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: Milwaukee.
Northwestern Mutual is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at dclark@dtoolbox.com.
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