Service Desk Agent - Nuspire, LLC

Service Desk Agent

www.nuspire.com/careers

About Nuspire:                                                                      
Nuspire is a leading managed security services provider (MSSP) founded over 20 years ago to revolutionize the cybersecurity experience by taking an optimistic and people-first approach. Our deep bench of cybersecurity experts use world-class threat intelligence and 24x7 security operations centers (SOCs) to detect, respond and remediate advanced cyber threats.

The Impact You Will Make:
The Service Desk Agents are responsible for processing and initial triage of support issues for Nuspire clients and projects. Service Desk Agents are responsible for supporting Service Desk function for desktop and browser support. Agents collect information and apply initial triage to inbound client requests for Nuspire clients. Additionally, you will provision and manage access to Active Directory, Oracle databases and internal systems. Service Desk Agents support client proprietary equipment including scripting software updates and patch management.  This role is for an ambitious team player.


In This Role You Will:

• Process calls/emails/portal created tickets
• Perform initial triage on break/fix issues from clients
• Follow appropriate triage processes to escalate issues if necessary
• Document all actions in cases to effectively communicate information internally and to client
• End-user support for client facing tools
• Provide hardware/software support for corporate and retail users
• Configuration and troubleshooting of client proprietary products and services
• Provision and manage accounts in systems such as Active Directory and Oracle databases
• Submit appropriate bug, support and feature requests
• Attend relevant meetings and take notes as needed
• Provide excellent customer service

Competencies You Bring: 

• Customer-first Mentality with attention to Detail
• Excellent Problem-Solving Skills
• Excellent Time Management and Communication Skills
• Ability to work with a variety of customers and vendors (some technical, some non-technical)
• Understanding of hardware and software troubleshooting
• Understanding of Microsoft Applications
• Understanding of browser troubleshooting
• Tech Certification (A+, Network+, Security+)
• High school diploma or GED

Bonus Points If You Have:

• Experience with Active Directory
• Experience with Windows Events
• Networking ports and protocols
• Understanding of the OSI model
• Understanding of UDP and TCP communication flow
• Ability to use common tools such as tracert, ping, nslookup, Wireshark, NetFlow, Nmap for troubleshooting
• Understand use of command line
• Basic Understand of Firewall/Security Appliance functionality
• Experience with RMM Tools
• Knowledge of VPN configurations and ability to troubleshoot failed VPN connections. Both SSL and IPSEC.
• Understanding of UTM functions such as IPS, App Control, DLP, etc.
• Critical thinking
• Experience with a Ticketing System
• Experience with Documentation
• Associates or Bachelor’s degree in Computer Information Systems, Computer Science or relevant major

• Network+, Security+, CCNA, Linux+, CCENT

Company Perks & Benefits:

• Opportunity to earn great experience and growth with a global leader in Cyber & Network Security
• Full benefits including but not limited to: Blue Cross Medical HMO and PPO Options, Mutual of Omaha Dental, Vision, Short-term and Long-term disability, Life Insurance, & 401(k)
• 100% Employer Paid Telehealth for Employees & their families.
• 100% Employer Paid Life Insurance
• 100% Employer Paid Employee Assistance Program (EAP)
• Twelve (12) paid holidays and monthly Paid Time Off (PTO) accrual from your first day of employment, along with many opportunities to earn additional PTO through employee recognition awards and participation in ‘Nuspire Good Time’ Events.
• Thirty-two (32) hours of paid volunteer time per year
• ‘Nuspire Good Times’ events to build team cohesion & collaboration. 
• Employee training and professional development programs available through Learning Management System (LMS), with full access to LinkedIn Learning and CBT Nuggets
• Certification Reimbursement Program
• Nuspire is an Equal Opportunity Employer

Nuspire Employee Culture:

Join for the excitement; Stay for the people.

At the core of Nuspire's business model is its emphasis on the human component. Our continued growth over 20 consecutive years allows employees to have constant opportunities to expand their role and responsibilities within the organization. The cybersecurity threat landscape is constantly evolving, and our talented team thrives on solving our clients’ complex cybersecurity challenges. This ideal is not only reflected in how Nuspire delivers services to its customers but also in how it treats its employees.
People who excel at Nuspire are motivated self-starters with a passion for delivering excellence with every client interaction. The culture is focused on building team cohesion and employee career growth through a blending of traditional programs and unique outside of the box experiences. We have a strong, diverse team of remarkable, curious, and experienced professionals—who also know how to have a little fun. If you’re looking for a career in an environment that thrives on change and is anything but ordinary, we want to hear from you. Our award-winning culture enables our employees to perform at their best.
Collaborate with an amazing team that tackles challenges together!
To find out more, please visit www.nuspire.com.  Recent Awards & Recognition: