Service Desk Analyst & Field Technician

Cortrucent Security Service Desk Analyst & Field Technician Berlin, NJ
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We're seeking a versatile Service Desk Analyst / Field Technician to deliver responsive technical support across our managed services client base. This hybrid role blends remote help desk support with on-site field work, serving small-to-midsize businesses across regulated industries (healthcare, logistics, professional services). The ideal candidate is technically capable, client-facing, and comfortable balancing ticket-based support with hands-on deployment and troubleshooting.

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.

• 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
• 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