Service Desk & Field Technician (Entry Level)

Location: Berlin, NJ (onsite, minimum 40 hours per week)

Reports to: Operations

Experience: >2 years of experience

About the Role

The Service Desk & Field Technician is the first line of support for our clients and the person they see on site. You will resolve tickets remotely from our Berlin, NJ office and travel to client locations across South Jersey and the Philadelphia metro area for installations, hardware work, and issues that require hands on the keyboard.

This role touches every area of our work: IT operations, cybersecurity, and IT and software development. Expect roughly 70 percent of your time in our Berlin, NJ office on service desk and project work and 30 percent in the field, working both independently and as part of a team. You will support Microsoft 365, Windows endpoints, networking equipment, and the security tooling we deploy to every client, in a way that reflects our commitment to security-first operations.

The use of AI is a requirement of this role, not an option. Meeting the responsibilities and productivity expectations of this position depends on daily, proficient use of AI tools for troubleshooting, research, documentation, and automation, within Cortrucent's AI governance policy. Candidates who are not prepared to work this way will not succeed in the role.

The role suits someone early in their IT career who wants broad exposure, a clear growth path into systems administration, security operations, or project engineering, and a team that will invest in their certifications and development.

What You Will Do

Service Desk

• Own tickets from intake through resolution, keeping clients informed at every step and documenting work in our platforms.
• Troubleshoot Windows and macOS endpoints, Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Entra ID, printers, and line-of-business applications.
• Provision and offboard users, enforce MFA and conditional access, and follow our documented security baselines without exception.
• Monitor RMM alerts, triage endpoint and backup issues, and escalate security events to the SOC and senior engineers promptly.
• Meet response and resolution targets and contribute to client satisfaction scores.

Field Work

• Travel to client sites across South Jersey and the Philadelphia metro area for workstation deployments, hardware replacements, network rack work, and on-site troubleshooting. You are expected to troubleshoot and fix all types of issues, including applications, hardware, software, and tools, including but not limited to firewalls, connectivity, workstations, laptops, cabling runs, and mounting of access points.
• Install and configure firewalls, switches, wireless access points, and cabling under the direction of senior engineers.
• Participate in client onboarding projects, including site surveys, asset inventories, and equipment staging.
• Represent Cortrucent in person with professionalism, clear communication, and respect for the client's environment.

Team Contribution

• Maintain accurate client documentation, runbooks, and asset records so the next technician does not have to guess.
• Identify recurring issues and propose fixes or automations rather than closing the same ticket repeatedly.
• Participate in the on-call rotation for after-hours support.
• Use AI tooling daily as a required part of your workflow for research, documentation, troubleshooting, and automation, within our AI governance policy.
• Meet required SLT's Service Level Targets

What We Are Looking For

Requirements

• >2 years of hands-on IT support experience, or a relevant degree or certification with demonstrable lab or project work.
• A passon for technology and personal & professional growth
• Demonstrated, proficient use of AI tools in daily technical work.
• Working knowledge of Windows 10/11, Microsoft 365 administration, and networking (TCP/IP, DNS, DHCP, VLANs, 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; you can explain a technical problem to a non-technical client without talking down to them.
• A valid driver's license, insurable, reliable personal vehicle to get to and from the office, and willingness to travel to client sites. A company shared field van is provided when traveling to client sites.
• 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 runs 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 (required)
• Onsite at Cortrucent offices in Berlin, NJ, a minimum of 40 hours per week
• This is a demanding role. The standard schedule is 40 hours onsite, and workload regularly extends beyond that during client deliverables, incidents and project deadlines. We are looking for someone who sees that as part of the opportunity.

Bonus Points For

• CompTIA A+, Network+, or Security+; ISC CC, AI Certifications
• Experience in a multi-client environment
• Familiarity with HIPAA, CMMC, ISO, NIST or other compliance frameworks our clients operate under.
• Exposure to scripting or software development (PowerShell, Python, or similar).

Who You Are & Who Thrives Here

You have an exceptional work ethic, a strong drive and a passion for technology. You are a self-starter who figures things out, takes ownership of your work and delivers results without excuses. You are comfortable moving between different kinds of work, and you want to grow quickly into larger responsibilities.

• You follow the process when it matters and speak up when the process is wrong.
• You document as you go because you respect the person who comes after you.
• You treat security as part of the job, not an obstacle to it.
• You want to grow, and you take ownership of that growth.

Why Cortrucent

• Hands-on mentorship from senior technology leaders
• Exposure to development, cybersecurity and infrastructure across many industries
• A clear path for growth as this role expands
• Small, senior team. Direct mentorship and real ownership, not ticket-shoveling.
• Regulated healthcare setting. Security and privacy are engineering work here, not a separate exercise.
• 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.
• Ability to qualify for quarterly bonuses
• Retirement Savings Plan.
• Paid Time Off.
• Paid Training and Certifications.

Our mission is “Securing Business. Enabling Growth,” and we are guided by Trust, Transparency and Teamwork.