Desktop Support Analyst (VDI)

• 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.

   

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