IT Service Desk Engineer

Responsibilities

• Provide day-to-day service desk support for employees, troubleshooting hardware, operating systems, and SaaS applications
• Own support tickets from intake through resolution, including triage and root-cause investigation
• Support identity and access management processes including provisioning and troubleshooting authentication issues
• Configure, deploy, and maintain laptops, peripherals, and meeting room technology
• Create and improve internal documentation, knowledge base articles, and operating procedures
• Partner with Security, People Operations, and Finance teams to coordinate onboarding and offboarding
• Identify recurring incidents and recommend improvements to reduce friction and improve reliability

Requirements

• 5+ years of related IT support experience
• Bachelor’s degree or equivalent work experience
• Proficiency in supporting macOS and/or Windows environments
• Working knowledge of SSO, MFA, and identity management concepts
• Experience managing support queues and prioritizing requests in a business environment
• Strong ability to communicate technical concepts to non-technical stakeholders
• Experience creating technical documentation and standard operating procedures

About the Company

LaunchDarkly provides a feature management platform that helps developers innovate faster and protect their software with a safety valve to instantly rewind when things go wrong. The platform enables targeted product experiences and improves the velocity and stability of software releases.