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 1000 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 Specialist (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-SD1 #APEX

​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 healthcare benefits (medical dental and vision EAP) competitive PTO 401k match parental leave and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices.

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.

What We Do

Apex Fintech Solutions provides the tools and services that enable hundreds of clients to launch scale and support digital investing for tens of millions of end investors. The company provides essential infrastructure and a comprehensive ecosystem of cloud-based products to enable and streamline trading wealth management cost basis tax reporting and through its subsidiary Apex Clearing™ custody and clearing. For more information visit the Apex Fintech Solutions website: https://www.apexfintechsolutions.com.

Why Work With Us

We are bold enough to do what needs to be done. Savvy enough to know what that is. Kind and candid enough to tell it like it is every step of the way. We are compelling in our own right but devoted to joint success. We watch our backs. We scout the way ahead. We put ourselves our team and our clients in a position to soar.

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