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 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. 

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) 
• ​Experience with Ubuntu OS on Linux. Either with Enterprise Server, Desktop and/or Cloud.
• 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-DM1 #AFSUK

​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 a market-leading salary with an annual bonus, 28 days of annual leave plus 10 Northern Ireland national holidays, a training and development budget, and a pension matched up to 7%. Our benefits also cover private health insurance for medical, dental, and optical care, and life insurance. We emphasize work-life balance with flexible working hours, parental leave, a modern city center office, and a hybrid work schedule that allows for greater flexibility by partially working from home. Additional perks include monthly catered lunches, unlimited drinks and snacks, hackathon events, poker tournaments, and a charitable matching gift program.

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.