IT Service Desk Engineer

About the role

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.

Requirements

• 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 d

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