Desktop Support Analyst; VDI

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6.

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

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.

• 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 the 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, and escalations)
• Meet SLA targets for response and resolution times
• Document all troubleshooting steps and resolutions in tickets
• Identify recurring issues and submit escalation to Problem Management
• Proactively communicate with users during VDI incidents or outages

• Act 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 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 (Windows Autopilot, Apple Business Manager)

• VDI & Remote Access
• Amazon Work Spaces client troubleshooting
• Citrix Workspace app or VMware Horizon client support
• 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)

• Intune, Automox & Kandji
• Zendesk, Service Now (ticket management, knowledge base)
• Remote support tools (Team Viewer, Beyond Trust, or similar)
• Active Directory (password resets, group membership, account unlocks)
• Monitoring tools (basic troubleshooting using logs, event viewer)

• 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…