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 inf