Service Desk Analyst & Field Technician

Cortrucent Security•Berlin, NJ

10h•Onsite

About The Position

The Service Desk & Field Technician is the first line of support for clients and provides both remote support from Cortrucent’s Berlin, New Jersey office and hands-on service at client sites across South Jersey and the Philadelphia metro area. The role covers IT operations, cybersecurity, and IT and software development, with approximately 70% of time spent in the office on service desk and project work and 30% in the field, working independently and with a team. The technician supports Microsoft 365, Windows endpoints, networking equipment, and security tools, following security-first practices. Daily, proficient use of AI tools is required for troubleshooting, research, documentation, and automation, in accordance with Cortrucent’s AI governance policy. The position is intended for someone early in their IT career who seeks broad technical exposure and a growth path into systems administration, security operations, or project engineering. The role is onsite at Cortrucent’s Berlin, NJ office for at least 40 hours per week. The standard schedule is 40 hours onsite, but the workload regularly extends beyond that during client deliverables, incidents, and project deadlines. Travel to client sites and participation in an after-hours on-call rotation are also part of the role.

Requirements

>2 years of hands-on IT support experience, or a relevant degree or certification with demonstrable lab or project work.
Demonstrated, proficient use of AI tools in daily technical work.
Working knowledge of Windows 10/11, Microsoft 365 administration, and networking, including TCP/IP, DNS, DHCP, VLANs, and Wi-Fi.
Ability to troubleshoot and resolve issues across applications, hardware, software, firewalls, connectivity, workstations, laptops, cabling, and wireless access points.
Strong written and verbal communication skills, including the ability to explain technical issues clearly to non-technical clients.
Valid driver's license, insurable driving status, reliable personal vehicle for commuting to the office, and willingness to travel to client sites. A company shared field van is provided for client travel.
Ability to independently lift 50 pounds and climb a 12-foot ladder, and to work in server rooms, under desks, and above ceilings for cabling and access point mounting.
Authorization to work in the United States and ability to pass a pre-employment background check.
Commitment to continuous learning, training, and industry certifications.
Ability to work onsite at the Berlin, NJ office for a minimum of 40 hours per week.

Nice To Haves

CompTIA A+, Network+, or Security+ certification.
ISC CC certification.
AI certifications.
Experience in a multi-client environment.
Familiarity with HIPAA, CMMC, ISO, NIST, or other compliance frameworks.
Exposure to scripting or software development, such as PowerShell or Python.

Responsibilities

Own service tickets from intake through resolution, keep clients informed, and document work in company platforms.
Troubleshoot Windows and macOS endpoints, Microsoft 365 services, Entra ID, printers, and line-of-business applications.
Provision and offboard users, enforce MFA and conditional access, and follow documented security baselines.
Monitor RMM alerts, triage endpoint and backup issues, and promptly escalate security events to the SOC and senior engineers.
Meet response and resolution targets, service level targets, and client satisfaction expectations.
Travel to client sites for workstation deployments, hardware replacements, network rack work, and on-site troubleshooting.
Troubleshoot and resolve application, hardware, software, firewall, connectivity, workstation, laptop, cabling, and wireless access point issues.
Install and configure firewalls, switches, wireless access points, and cabling under senior engineer direction.
Participate in client onboarding projects, including site surveys, asset inventories, and equipment staging.
Represent Cortrucent professionally at client sites, communicating clearly and respecting client environments.
Maintain accurate client documentation, runbooks, and asset records.
Identify recurring issues and propose fixes or automations.
Participate in the after-hours on-call rotation.
Use AI tools daily for research, documentation, troubleshooting, and automation in accordance with the AI governance policy.
Commit to continuous learning, training, and industry certifications.

Benefits

Hands-on mentorship from senior technology leaders.
Continuous learning and certification support, including paid training and certifications.
Clear growth path and opportunities to take on larger responsibilities.
Exposure to development, cybersecurity, and infrastructure across many industries.
Direct impact on client success and company growth.
Opportunity to shape solutions, standards, and strategy.
Collaborative leadership and engineering culture.
Attractive compensation and benefits.
Eligibility to qualify for quarterly bonuses.
Retirement Savings Plan.
Paid Time Off.
Work with cutting-edge cloud and security technologies.