Desktop Support Analyst (VDI)

WHO WE ARE Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech software enables us to support clients such as Stash, Betterment, SoFi, Webull, and eToro, amongst many others; collectively, Apex powers access to the stock market for over 22+ million end customers.      At Apex, we are changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy. We're digitizing and democratizing systems so that everyone has an opportunity to invest.    When you're at Apex, you drive this change. You're part of a global team with a clear vision: to be the trusted technology that powers the digital economy. Our offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila are home to over 1,000 employees.    Together, we’re shaping the future of financial innovation. Embrace change. Solve big. Win together. And be G.R.E.A.T. — grit, results, empathy, accountability, and teamwork — with Apex.    We’re proud to be recognized for the innovative work we do, the purpose-driven nature of our work, and the collaborative culture we’ve created. Here are just a few of the many awards we’ve recently received:    Best Places to Work  2026, 2025, 2024, 2023 - Presented by BuiltIn    WealthTech of the Year  2025 - Presented by US FinTech Awards    The World’s Top 250 Fintech Companies  2024 - Presented by CNBC  ABOUT THIS ROLE Apex Fintech Solutions is seeking a Desktop Support Specialist (VDI) to provide frontline technical support for end-users in a large-scale Virtual Desktop Infrastructure (VDI) environment within financial services. This role is critical to the success of our VDI rollout, ensuring employees can seamlessly access trading platforms, financial applications, and critical business systems from anywhere. The ideal candidate combines strong technical troubleshooting skills with excellent customer service and the ability to support users through change.  Duties/Responsibilities VDI User Support & Troubleshooting:  Provide Tier 1/Tier 2 support for VDI-related issues  Troubleshoot VDI connectivity issues (network, authentication, client software, performance)  Resolve user access problems (MFA, authentication, profile issues, application launch failures)  Diagnose and resolve VDI performance issues (latency, freezing, disconnections)  Support users accessing applications through VDI (trading platforms, market data terminals, order management systems)  Escalate complex technical issues to Desktop Engineering team with detailed documentation  User Onboarding & Training:  Guide new users through VDI setup and first-time login  Train users on VDI software  Maintain user-facing documentation (quick start guides, FAQs, video tutorials)  Support VDI migration: assist users transitioning from physical laptops to VDI  Incident & Request Management:  Manage VDI support tickets in (triage, troubleshoot, resolve, escalate)  Meet SLA targets for response and resolution times  Document all troubleshooting steps and resolutions in tickets  Identify recurring issues and escalate to Problem Management  Proactively communicate with users during VDI incidents or outages  End-User Experience & Feedback:  Serve as voice of the user: collect feedback on VDI performance and usability  Monitor user satisfaction (CSAT) and address concerns  Identify common pain points and recommend improvements to Product Owner and Desktop Engineering  Support change management efforts during VDI rollout (communication, training, user adoption)  Education and/or Experience Bachelor's degree in a technical field preferred 3+ years of IT support experience, preferably in financial services or regulated environments  Hands-on experience supporting VDI solutions (Amazon WorkSpaces, Citrix, VMware Horizon, or similar)  Experience supporting remote/hybrid users (VPN, MFA, remote desktop technologies) Experience with Zendesk, ServiceNow or similar ticketing system experience  Experience supporting Linux, MacOS & Windows 11 in enterprise environments  Demonstrated hands-on experience working with Intune, Automox, and Kandji  Proven experience with zero-touch deployment methodologies (e.g. Windows Autopilot, Apple Business Manager).  Required Skills/Abilities Technical Skills VDI & Remote Access  Amazon WorkSpaces client troubleshooting  Citrix Workspace app or VMware Horizon client support  Understanding of basic networking concepts (DNS, DHCP, VPN, Wi-Fi troubleshooting)  VPN and remote access troubleshooting  Multi-factor authentication (MFA) support (Okta, Duo, or similar)  Thin client hardware setup and troubleshooting  Desktop & Application Support  Windows 11 troubleshooting  Microsoft Office 365 support  Application installation and configuration within VDI  User profile management (roaming profiles, folder redirection)  Tools & Systems  Intune, Automox & Kandji  Familiarity with financial applications (trading platforms, Bloomberg Terminal, market data systems) preferred  Zendesk, ServiceNow (ticket management, knowledge base)  Remote support tools (TeamViewer, BeyondTrust, or similar)  Active Directory (password resets, group membership, account unlocks)  Monitoring tools (basic troubleshooting using logs, event viewer)  Soft Skills Excellent customer service skills - patient, empathetic, and user-focused  Strong verbal and written communication (ability to explain technical concepts to non-technical users)  Critical thinking and problem-solving under pressure  Ability to manage high ticket volumes and prioritize effectively  Adaptable to changing priorities and urgent issues  Demonstrated ability to work independently and escalate appropriately  Positive attitude during organizational change (VDI rollout can be challenging for users)  Strong documentation skills (clear, concise ticket notes and knowledge articles)  Work Environment This job operates in a hybrid, office environment 3 days per week. #IT #associate #full-time #LI-SD1 #APEX ​Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Our Rewards We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices. EEO Statement Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. Disability Statement Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.