Service Desk Analyst & Field Technician

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., * 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 ID
• 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, * Fast, reliable resolution of client tickets within SLA targets
• High client satisfaction and trust through responsive, professional support
• Accurate, thorough documentation that strengthens the team's knowledge base
• Smooth on-site deployments and field work that minimize client disruption
• Continuous learning and certification path

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., * 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, * 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 ID user 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)
• Virtualization platforms (VMware, Hyper-V, AHV)
• Active Network+ & Sec+
• Ability to lift and move equipment (up to ~50 lbs)
• Authorized to work in the U.S. without sponsorship - current or future., * Certifications like AZ-500, AZ-104, MS-102, CCNA, CCNP, Security+, ISC2 CC, CISSP or CCSP.
• Consulting or Managed Service Provider (MSSP, MSP) background.
• Familiarity with compliance & security frameworks (SOC 2, HIPAA, NIST, ISO, HITRUST, etc.), * Patient, helpful, and clear under pressure.
• Hands-on and resourceful, comfortable both behind a ticket queue and on a client site.
• A proactive problem-solver with a "get it done" mindset. Accountable, adaptable, and eager to keep learning and growing., * Meets deadlines and milestones set by leadership, with proactive communication when risks or blockers arise.
• Extreme attention to detail and a commitment to doing the work the right way the first time, no quick patches, no temporary fixes left in place, and no shortcuts that create future technical debt.
• Reliable transportation., * Client-Focused & Adaptable - Maintains client context, empathy, and urgency in every engagement; adapts quickly to changing priorities and client needs; goes above and beyond to deliver exceptional experiences.
• Clear & Collaborative Communicator - Communicates clearly and confidently with clients and teammates; builds positive relationships and works well within a team.
• Hands-On Doer - Balances structured process with practical, hands-on execution.
• Problem Solver & Continuous Improver - Proactively identifies issues, proposes solutions, and pushes for continuous improvement; strives for excellence in every engagement.
• Accountable End-to-End - Takes ownership of tasks from start to finish - including thorough testing, validation, and documentation - and drives results with minimal supervision.
• Disciplined in Delivery & Detail - Consistently meets deadlines and milestones with proactive communication when risks or blockers arise; commits to doing the work the right way the first time - no quick patches, no temporary fixes left in place, and no shortcuts that create future technical debt.
• Team Player - Supports teammates and contributes to a positive, collaborative culture.

23 Harker Avenue, Berlin, NJ 08009 Hybrid work $48,000 - $68,000 a year - Full-time, Pulled from the full job description

• Paid training
• Retirement plan
• Paid time off, * Attractive compensation and benefits.
• Retirement Savings Plan.
• Paid Time Off.
• Paid Training and Certifications., $48,000 - $68,000 per year

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.