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Technical Support Consultant - Chicago, IL (Downers Grove)

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

At Northwestern Mutual, we believe relationships are built on trust.  That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.

We're strong and growing.  In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing.

We invest in our people.  We provide opportunities for employees to grow themselves, their career and in turn, our business.

We care.  We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about.

This position requires 100% onsite availability at our Chicago, IL (Downers Grove) location

As Technical Support Consultant you will serve as a member of the Northwestern Mutual corporate technology support staff and work out of an affiliate owned office within the United States. While you will report to corporate, you'll work closely with and support the needs of the onsite leadership team.

This role will act as an IT 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 lead users to continue to adopt 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 network of offices and across technologies, including all office equipment & technology beyond computers (e.g. mobile devices, printers and more).

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 computer associated problems

  • Supporting the Technology Service Center (TSC) 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 occasionally with vendors; tracking service agreements

  • Maintaining appropriate inventory to get new users up and running in short order

Breakdown of duties:

  • (55%) Collects, interprets, and analyzes data required to identify and evaluate Field computer and related hardware and software problems. Through in-depth knowledge of highly technical personal computer (PC) software/hardware configurations and operating systems and environments, isolates the cause(s) of complex PC problems, and takes or specifies appropriate corrective action. While working in a very stressful atmosphere responsible for communicating this highly technical information to a wide range of both a technical and non-technical audience and doing so in a way that makes the information useful and helpful. A strong Knowledge of PC's, Printers, LAN's, Internet and Telecommunications and PDA's needed.

  • (15%) Acts as an advanced technical consultant to the Field. The most difficult, unique and challenging problems are resolved here. Communicates with our most technical and challenging clients.

  • (10%) Helps manage the installation of LINK software changes and NML supported commercial vendor software packages, including core operating system upgrades. Isolate and track software problems associated with changes, providing solutions to all, including Field Help Desk Technician staff while working under a high level of pressure meeting critical company deadlines.

  • (10%) Participates in the implementation of changes and modifications to the Field computer environment made necessary by the frequent upgrades to more advanced technology. Develops innovative approaches to highly complex and unique technical problems, creates or updates both internal and customer documentation and maintains a high degree of proficiency in all aspects of the computer desktop environment. Acts as the primary support group for complex software and hardware.

  • (5%) Escalates to and works with various H.O. technical support specialists, software companies (i.e. Microsoft, Dell, HP, etc.) in the resolution of one of a kind problems. May require traveling to Field offices. Provides business solutions to a business problem. Keeps management appraised of potentially volatile situations. Takes responsibility and ownership of the problem.

  • (5%) Maintains a very high level of proficiency and expertise in the complex computer hardware and software technologies through continuous education, advanced training and study.

Bring Your Best! What this role needs:

To meet the basic qualifications for this role you must have:

  • 2 years of Level 1 Help Desk experience

  • 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 Technical Support Consultant 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 Level 1 and 2 Help Desk experience preferred

  • Demonstrated success troubleshooting PC related problems in a Windows 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

  • Experience working with vendors preferred

  • Ability to travel locally to the corporate and district offices

In addition to your technical skills, success will require the following core competencies and characteristics:

  • Self-starter able to work independently, be resourceful and problem solve without direct day-to-day supervision

  • 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

Benefits:

  • Tuition reimbursement, commuter plans, and paid time off

  • Highly competitive compensation that include base salary plus bonus

  • Medical/Dental/Vision plans, 401(k), pension program, and more!

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W e are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

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