Desktop Support Analyst; VDI

WHO WE ARE

Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and Webull, and more than 20 million of our clients' customers.

Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. As a global organization, we have offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila.

If you are seeking a fast‑paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you.

AFS has received a number of prestigious industry awards, including:

• 2021, 2020, 2019, and 2018 Best Wealth Management Company – presented by Fintech Breakthrough Awards
• 2021 Most Innovative Companies – presented by Fast Company
• 2021 Best API & Best Trading Technology – presented by Global Fintech Awards

Apex Fintech Solutions is seeking a Desktop Support Analyst (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.

• 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

• 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

• Manage VDI support tickets (triage, troubleshoot, resolve, escalation)
• Meet SLA targets for response and resolution times
• Document all troubleshooting steps and resolutions in tickets
• Identify recurring issues and elevate to Problem Management
• Communicate proactively with users during VDI incidents or outages

• 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)

• 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 Work Spaces, Citrix, VMware Horizon, or similar)
• Experience supporting remote/hybrid users (VPN, MFA, remote desktop technologies)
• Experience with Zendesk, Service Now 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)

• VDI & Remote Access
• Amazon Work Spaces 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…