Service Desk Analyst & Field Technician

Full-Time – Onsite – 23 Harker Ave, Berlin, NJ 08009

At Cortrucent Security, we do more than safeguard businesses, we empower them to thrive through IT innovation, cybersecurity, and business transformation.

Our mission: to protect what matters most while helping organizations unlock new opportunities for growth.

We believe security isn’t just defense — it’s resilience, adaptability, and confidence in a digital-first world. The standard starts with us.

Our Values | TRUST

• Tested Experience — Proven, trusted, and dependable.
• Real Accountability — Ownership, integrity, and responsibility.
• Urgency to Improve — Momentum, progress, and relentless drive.
• Straight Talk — Honest, direct, and clear.
• Trusted Results — Proven, measurable, and impactful

Cortrucent LLC is seeking a Service Desk Analyst & Field Technician to serve as a frontline technical resource for our clients and internal teams. This role combines responsive remote help desk support with hands‑on field work, delivering fast, reliable resolution across a diverse base of small‑to‑midsize businesses in regulated industries.

You will be responsible for triaging and resolving incidents and service requests, performing on‑site deployments and troubleshooting, and delivering an exceptional client experience at every touchpoint. This is a hands‑on, client‑facing role ideal for someone who thrives on solving problems and is eager to grow their technical and security skills.

Service Desk & Support

• Serve as the first and second point of contact for client support requests via phone, email, and ticketing system
• Triage, prioritize, and resolve incidents and service requests within defined SLAs
• Document all work thoroughly and accurately in the PSA/ticketing platform
• Escalate complex or high‑impact issues to senior engineers with clear context and notes
• Support core platforms and applications, including:
• Microsoft 365 and Azure/Entra
• Windows desktops and servers
• Support Windows & Apple Hardware & Software
• Active Directory (accounts, groups, GPOs)
• Support business and line‑of‑business applications
• Assist with user onboarding/offboarding, account provisioning, and access management
• Provisioning hardware, software, and access.
• Provide remote support via RMM tools and remote‑control sessions

Field Technician & Onsite Delivery

• Perform on‑site installations, configurations, and repairs of workstations, servers, networking equipment, and peripherals
• Conduct hardware deployments, refreshes, and decommissioning at client locations
• Troubleshoot network connectivity, printers, VoIP, and endpoint issues in person
• Support structured cabling, equipment racking, and basic infrastructure work as needed
• Assist senior engineers with project rollouts, migrations, and cutovers at client sites
• Represent Cortrucent professionally at client locations and build strong working relationships

Security & Compliance

• Follow security best practices and client‑specific compliance requirements (HIPAA, SOC 2, NIST, etc.)
• Assist with patch management, endpoint protection, MFA, and basic security hygiene tasks
• Support remediation of vulnerability findings and security tickets under senior guidance
• Maintain strict confidentiality of client data and systems

Documentation & Continuous Improvement

• Create and maintain accurate technical documentation, asset records, and runbooks
• Provide proactive updates to clients and teammates on ticket status and progress
• Identify recurring issues and recommend improvements to processes and tooling
• Follow company policies & procedures

• Passion for technology & security

• 2–5 years of experience in help desk, desktop support, or field technician roles

• Solid working knowledge of:

• Windows operating systems and Microsoft 365

• Networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi)

• Active Directory / Entra  administration

• Strong troubleshooting and problem‑solving skills

• Excellent communication and customer service abilities

• Valid driver’s license and reliable transportation for travel to client sites

• Working knowledge hands‑on experience with:

• Microsoft ecosystem (Azure, M365)

• Networking experience fundamentals (firewalls, VPNs, VLANs)

• Virtualiza…