Tech Service Center I (Onsite Tech Support)

Position Overview

This role provides omni‐channel technical support for both Home Office and on‑site environments. The candidate will resolve complex technical issues across PC, mobile, and hardware/software platforms while mentoring peers, supporting project implementations, and driving process improvements.

Key Responsibilities

• Uses advanced knowledge of PC, mobile device, hardware, software configurations, operating systems, and LAN to resolve technical issues and provide implementation support. Provides omni‑channel technical support in a fast‐paced, high‑pressure environment while managing multiple users and priorities.
• Provides on‑site, in‑person support five days a week at either the Franklin or Downtown campus.
• Backs up the TSC AV team on an as‑needed basis.
• Performs advanced level client consultation by conducting deep issue analysis and using specialized software tools to develop solutions and test fixes. Resolves escalated issues from Level 1 support.
• Serves as a subject matter expert for Home Office staff by mentoring, training, and consulting. Supports project consultation, assists with AV equipment setup, and facilitates kick‑off meetings for new implementations.
• Stays current with evolving business needs and collaborates with project and multi‑tier support teams to troubleshoot and support rollouts, deployments, and implementations.
• Partners with experienced team members to contribute process and service improvement ideas that enhance the overall client experience.
• Effectively diffuses escalations and manages client expectations regarding the technology environment.

Required Qualifications

• Bachelor’s degree in Computer Science, MIS, or a related field OR significant directly‑related work experience.
• Minimum of 3 years of technical Help Desk or in‑person technical support experience.
• Advanced proficiency in troubleshooting computer and mobile device hardware/software issues and using support tools.
• Exceptional customer service skills for both Home Office (internal) and field (external) support, with clear verbal and written communication.
• Strong analytical and problem‑solving abilities combined with sound decision‑making skills.
• High initiative, motivation, and a proven drive for process/service improvement.
• Excellent attention to detail with a commitment to clear and accurate ticket documentation.
• Ability to diffuse escalations, resolve complex issues, and provide mentoring and coaching to peers.

Compensation

• Pay Range - Start: $48,580.00
• Pay Range - End: $90,220.00
• Geographic Specific Pay Structure (Structure 110): $53,410.00 USD - $99,190.00 USD
• Geographic Specific Pay Structure (Structure 115): $55,860.00 USD - $103,740.00 USD

We believe in fairness and transparency. Final salaries are based on a range of factors including skills, experience, market conditions, and geographic location.

About the Company

Grow your career with a best‑in‑class company that puts our clients’ interests at the center of all we do. Northwestern Mutual is an equal opportunity employer that welcomes and encourages diversity. We are committed to fostering an environment where every employee can contribute creative ideas, assume leadership, and meet both business and personal objectives.