We Insure · 17 hours ago
Desktop Support Specialist (VDI)
Austin, TX
Full-time
Hybrid
Mid Level
3+ years expApex Fintech Solutions is a leader in digital wealth management, processing millions of transactions daily. They are seeking a Desktop Support Specialist (VDI) to provide technical support for end-users in a Virtual Desktop Infrastructure environment, ensuring seamless access to financial applications and systems.
Insurance
Responsibilities
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
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
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
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)
Qualification
Required
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)
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)
Preferred
Familiarity with financial applications (trading platforms, Bloomberg Terminal, market data systems)
Benefits
Healthcare benefits (medical, dental and vision, EAP)
Competitive PTO
401k match
Parental leave
HSA contribution match
Paid subscription to the Calm app
Generous external learning and tuition reimbursement benefits
Hybrid work schedule
Company
We Insure
We Insure is passionate at being the very best independent agency solution.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Michael Weinberg
Managing Partner
Company data provided by crunchbase