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Nuspire, LLC Service Desk Technician in Commerce Township, Michigan

Service Desk Agent


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.

Position Description:

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, they 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.


  • 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

Required Skills and Experience:

  • 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

    Preferred Skills:

  • 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

  • Experience with endpoint security platform such as Sentinel One, CrowdStrike, Carbon Black, Symantec, Cylance

  • Experience with automation/scripting (PowerShell, batch files, etc.)

  • 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

  • Project Management experience

Education/Certifications/Training Required:

  • Tech Certification (A+, Network+, Security+)

  • High school diploma or GED

Education/Certifications/Training Preferred:

  • Associates or Bachelor?s degree in Computer Information Systems, Computer Science or relevant major

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

Work conditions/environment:

  • Great experience and growth with a global leader in network security

  • Locations in: Commerce Twp., MI ? Walled Lake, MI ? Centennial, CO

  • Nuspire provides a top work environment, as recognized by Crains Detroit, Golden Bridge "Best and Brightest," Corp! Magazine and The Detroit News.

  • Full benefits including but limited to: 6 different Blue Cross Medical HMO and PPO Options, Mutual of Omaha Dental, Vision, Short-term and Long-term disability, Life Insurance, 401k and Monthly PTO accrual from your first day of employment, along with many opportunities to earn additional PTO through monthly employee awards and participation in ?Nuspire Good Time? Events.

  • ?Nuspire Good Time? events 2x per month to build team cohesion.

  • Nuspire is an Equal Opportunity Employer

Awards & Recognition

  • MSSP Alert listed Nuspire in the Top 30 of their Top 200 MSSPs of 2019

  • Best & Brightest Places to Work in Metro Detroit 8-time Winner 2011, 2014 ? 2020

  • Best & Brightest Places to Work National 4-time Winner 2011, 2017 - 2019

  • Cyber Security Excellence Award Winner for Best Cyber Security Company 2017 - 2019

  • Gartner Inc. included Nuspire in ?2010 & 2011 Magic Quadrant for MSSPs, North America?

  • Selected as a ?Top Workplaces? winner in 2009, 2010, 2011 and 2015

  • INC Magazine ?One of America?s Fastest-Growing Private Companies?

  • Nuspire was highlighted as a "Michigan's key IT story? in its 'Upper Hand' commercials featuring Jeff Daniels.

  • TMCnet.com Tech Culture Award, 2016

  • Corp! Magazine?s ?Economic Bright Spot? winner, 2017

About Nuspire Employee Culture:Nuspire has signed managed services solutions contracts in South America, Europe and Asia while continuing to expand its network operations centers and data centers in North America. This continued growth over 20 consecutive years allows employees to have constant opportunities to expand their role and responsibilities within the organization.

At the core of Nuspire's business model is its emphasis on the human component of business. Nuspire provides network management, monitoring, and security as a service to large organizations and the people, expertise, and experience are critical to our success. This ideal is not only reflected in how Nuspire delivers services to its customers but also in how it treats its employees. 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.

Nuspire strives to be an industry leader; the employees it hires have the drive and talent to be leaders in their field. Nuspire's employee culture reinforces these ideals; rewarding excellence while providing a unique and exciting business environment. To find out more, please visit www.nuspire.com.