Position Overview
Brightworks Group is seeking a Service Desk Engineer to join our team in Carmel, IN. This is not a heads-down, ticket-only role. We are looking for someone who brings a service-oriented mindset and genuine relationship skills to every client interaction, because this position includes account management responsibilities alongside technical support.
You will be a trusted point of contact for our clients, helping them resolve issues, plan ahead, and understand the security implications of their day-to-day decisions. Security is not a separate department here — every engineer is expected to think about their work with a security-first mindset, recognizing that most breaches come from network gaps and misconfigurations, not exotic exploits.
Key Responsibilities
- Account Management: Serve as a primary point of contact for assigned client accounts, building and maintaining trusted relationships.
- Technical Support: Respond to and resolve support tickets across a range of technologies, balancing speed with quality and clear communication.
- Security Mindset: Approach every task with security in mind — flag risks, follow least-privilege principles, and recognize network gaps before they become incidents.
- Client Communication: Explain technical concepts to non-technical users with patience and clarity, helping clients make informed decisions.
- Documentation: Maintain accurate, timely documentation in ticketing and knowledge base systems so the whole team benefits from shared knowledge.
- Proactive Account Review: Proactively review assigned accounts for recurring issues, aging hardware, security posture gaps, and opportunities to improve the client environment.
- Collaboration: Coordinate with other engineers and resolve complex issues.
- Client Engagement: Participate in client check-ins and quarterly reviews as a technical voice for your accounts.
Required Skills & Experience
Experience
- 3–5 years of relevant IT support or service desk experience.
- Demonstrated client-facing or account management experience, not just back-office ticket work.
Technical Skills
- Solid working knowledge of Windows desktop and server environments, Microsoft 365, and Active Directory / Entra ID.
- Familiarity with networking fundamentals (DNS, DHCP, VPN, firewalls) and the ability to spot misconfigurations.
- Comfort with endpoint protection concepts and an understanding of why every device needs to be covered.
- Experience with IT service management / ticketing platforms and documentation practices.
Soft Skills
- Strong written and verbal communication — you can explain a technical issue to a non-technical user without condescension.
- Empathy and patience under pressure; clients come to us when something is broken, and your tone sets the experience.
- Account management instincts: you remember client context, follow up on open threads, and anticipate needs.
- A service-oriented mindset — you measure success by client outcomes, not just ticket counts.
Security Mindset
- You assume breaches are inevitable and think in terms of containment and
- recovery, not just prevention.
- You understand the value of layered controls — identity, network
- segmentation, endpoint, detection, and recovery.
- You recognize that network gaps and misconfigurations are the most common
- breach path, and you look for them in your daily work.
What We Offer
- Hybrid work arrangement with our Carmel, IN office.
- A team that treats security as everyone's job, not a separate silo.
- Direct exposure to client strategy and account management — a real path
- toward senior engineering or account leadership roles.
- Competitive compensation and benefits package.
- A culture that values clear communication, documentation, and doing right by
- the client
Pay: $50,000.00 - $58,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: Hybrid remote in Carmel, IN 46032
