Service Desk Analyst & Field Technician

About the role

Cortrucent Security is seeking a 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).

Responsibilities

• 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, Active Directory (accounts, groups, GPOs), and business and line-of-business applications
• Aid with user onboarding/offboarding, account provisioning, and access management
• Provision hardware, software, and access
• Provide remote support via RMM tools and remote-control sessions
• 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
• 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

Requirements

• 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)
• Security & Compliance: Follow security best practices and client-specific compliance requirements (HIPAA, SOC 2, NIST, ISO, HITRUST, etc.)

Qualifications

• 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.)

Skills

• Client-Focused & Adaptable
• Clear & Collaborative Communicator
• Hands-On Doer
• Problem Solver & Continuous Improver
• Accountable End-to-End
• Disciplined in Delivery & Detail
• Team Player

Benefits

• Retirement Savings Plan
• Paid Time Off
• Paid Training and Certifications

Pay

$48,000 - $68,000 per year

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