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Who We Are
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.
About This Role
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.
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 the 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 (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
End‑User Experience & Feedback
- 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)
Education and 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 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)
Required Technical Skills
- VDI & Remote Access
- Amazon WorkSpaces 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)
Tools & Systems
- Intune, Automox & Kandji
- 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 escalated 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 role operates in a hybrid, office environment – three days per week in the office with flexible remote options.
Rewards & Benefits
We offer a market‑leading salary with annual bonus, 28 days annual leave plus 10 Northern Ireland national holidays, a training and development budget, a pension matched up to 7%, private health insurance (medical, dental, optical care), life insurance, flexible working hours, parental leave, a modern city centre office, monthly catered lunches, unlimited drinks and snacks, hackathon events, poker tournaments, a charitable matching gift program, and more.
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.
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