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

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) 

• 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.