PEAK6 · 18 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 to facilitate access to financial markets. They are seeking a Desktop Support Specialist (VDI) to provide frontline technical support for end-users in a large-scale Virtual Desktop Infrastructure environment, ensuring seamless access to trading platforms and financial applications.
Financial ServicesInformation TechnologyTrading PlatformVenture Capital
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)
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)
Intune, Automox & Kandji
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)
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) preferred
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 for most roles
Company
PEAK6
We're In The Business Of What Ought To Be The business of doing, creating, and building the world the way we see fit.
1001-5000 employees
H1B Sponsorship
PEAK6 has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
Funding
Current Stage
Late StageLeadership Team
J
Judi Hart
Chief Executive Officer at We Insure
Recent News
2025-01-16
2025-01-15
Austin Business Journal
2024-02-01
Company data provided by crunchbase