IT Service Desk Engineer

About the Job: LaunchDarkly is seeking an IT Service Desk Engineer to deliver a world-class internal technology experience for employees across the company. You’ll solve a broad range of technical issues across devices, identity and access, collaboration tools, and business applications, while serving as a trusted partner who helps teams stay productive and secure. Beyond day-to-day support, you’ll play a key role in improving how IT operates by identifying trends, strengthening documentation, and helping build scalable support processes that elevate the employee experience. Responsibilities: Provide day-to-day service desk support for employees in region and across the broader organization, including troubleshooting hardware, operating systems, collaboration platforms, SaaS applications, access issues, and common workplace technology problems. Own support tickets from intake through resolution, including triage, root-cause investigation, communication of status, documentation of actions taken, and timely handoff or escalation when needed. Diagnose issues of diverse scope by evaluating identifiable factors, gathering relevant information, and selecting practical solutions based on precedent, judgment, and user impact. Support identity and access management processes, including provisioning, deprovisioning, access changes, and troubleshooting authentication or permissions issues in accordance with company policies and security requirements. Configure, deploy, maintain, and troubleshoot laptops, peripherals, meeting room technology, mobile device workflows, and standard employee productivity tools. Create, maintain, and improve internal documentation, knowledge base articles, troubleshooting guides, and repeatable operating procedures so employees and teammates can resolve common issues more efficiently. Identify recurring incidents or service gaps, recommend improvements, and help implement changes that reduce friction, improve reliability, and strengthen the employee experience. Partner with Security, People Operations, Finance, Workplace, and other internal teams to coordinate onboarding, offboarding, access requests, device logistics, and issue resolution. Contribute to operational readiness for office or remote support needs in region, including inventory accuracy, asset lifecycle support, and local coordination for employee technology needs. Advise employees on effective use of workplace technology in a clear, respectful, and accessible way, adapting communication style to differing audiences as expected of a P3 professional. Qualifications: Demonstrated ability to independently resolve a wide range of IT support issues across laptops, operating systems, endpoint configuration, collaboration tools, SaaS applications, and account access workflows in a business environment. Demonstrated ability to manage a queue of support requests, prioritize effectively, document work clearly, and follow issues through to resolution while maintaining a high standard of customer service. Working knowledge of identity and access management concepts such as account provisioning, group-based access, SSO, MFA, and permissions troubleshooting. Experience supporting macOS and/or Windows environments, common productivity and collaboration platforms, and standard endpoint support processes. Ability to investigate technical issues by gathering facts, identifying patterns, evaluating options, and choosing an appropriate path forward when information is incomplete. Ability to communicate technical concepts, status updates, and recommendations clearly to employees and stakeholders with different levels of technical familiarity. Ability to build effective working relationships with internal partners and maintain a calm, respectful, and solutions-oriented approach during support interactions. Experience creating or improving support documentation, knowledge articles, or standard operating procedures. Ability to handle sensitive systems and employee information with sound judgment and appropriate confidentiality. 5+ years of related experience with a Bachelor’s degree, or equivalent work experience. About You: You are customer-focused and approach employee support with empathy, clarity, and follow-through. You communicate in a direct and respectful way, especially when helping someone who may be frustrated or unfamiliar with the technology involved. You are organized and reliable in managing multiple requests, documenting your work, and meeting agreed timelines. You look for patterns in recurring issues and take action to improve tools, documentation, or workflows rather than solving the same problem repeatedly. You work well independently on day-to-day responsibilities and collaborate effectively when an issue requires coordination across teams. You are adaptable and practical, using sound judgment to navigate varied support situations and changing business needs. About LaunchDarkly: Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations. The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by: Improving the velocity and stability of software releases, without the fear of end customer outages Delivering targeted experiences by easily personalizing features to customer cohorts Maximizing the business impact of every feature through the ability to experiment and optimize Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. LD invites any applicant to review our written Affirmative Action Plan. To do so, contact People Ops at hr@launchdarkly.com. Do you need a disability accommodation? Fill out this accommodations request form and someone from our People Operations team will contact you for assistance. Your safety matters to us. To protect yourself from potential scams, LaunchDarkly recruiters will only contact you from @launchdarkly.com email addresses or via LinkedIn from "Verified Recruiter" accounts. Be cautious of emails from other domains. Legitimate LaunchDarkly recruiters will never ask for money, fees, or banking information before making a job offer. LaunchDarkly will never make a job offer without conducting a formal interview process. Our interview process does not involve asking detailed questions by email. If you are ever unsure about a communication that you receive, don't click any links—visit Careers | LaunchDarkly directly for confirmed job openings and links to apply. Please notify us of any fraudulent representation by sending an email to careers@launchdarkly.com.