Service Desk Agent www.nuspire.com/careersAbout 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 hardwareand software troubleshooting
Understanding of Microsoft Applications
Understanding of browser troubleshooting
High schooldiploma 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 25 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:Powered by JazzHR
