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

About Cortrucent Security

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

About the Role

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.

What You’ll Do

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 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

What You Bring

• 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.

Bonus Points For

• 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.)

Who You Are

• 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.     

How We Work | FORGE

Internally, we operate on five principles — Forge the Craft, Own the Outcome, Run with Urgency, Give It Straight, and Earn the Result. If those resonate, you’ll fit here.

Schedule and Availability

• Willingness to work occasionally on weekends and holidays based on workload.
• Availability for after-hours on-call support rotation as required.
• 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.

Abilities & Qualities

• 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.

What Success Looks Like

• 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

Why You’ll Love Working Here

• Direct impact on client success and company growth
• Exposure to diverse technologies and environments
• Opportunity to shape solutions, standards, and strategy
• Collaborative leadership and engineering culture
• Continuous learning and certification support.
• Work with cutting-edge cloud and security technologies.

Compensation and Benefits

• Attractive compensation and benefits.
• Retirement Savings Plan.
• Paid Time Off.
• Paid Training and Certifications.