Service Desk Engineer Brightworks Group LLC Carmel, IN Job Details Permanent | Full-time $50,000 - $58,000 a year 10 hours ago Benefits Health savings account Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Professional development assistance Qualifications Endpoint Security Managing customer accounts Customer communication Teamwork Technical documentation IT service management Windows Managing clients in a customer support role Desktop (troubleshooting support) Problem-solving Customer relationship management Azure AD Customer support ticket management Network support Relationship management IP networking Desktop administration Account management experience Active Directory management Ticketing system technical support Full Job Description 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