Help Desk Lead

Help Desk Lead

The Help Desk Lead is a working technical leader responsible for leading the day-to-day operations of the help desk while providing hands-on Tier 1 and Tier 2 technical support. This position manages and prioritizes trouble tickets, assigns work to helpdesk technicians, escalates issues to Tier 3 or the appropriate IT team, and actively participates in troubleshooting and resolution.

Key Responsibilities

• Lead and support the Helpdesk team while providing hands-on Tier 1 and Tier 2 technical support.
• Monitor, prioritize, assign, and manage helpdesk tickets based on urgency, workload, and technician skill level.
• Troubleshoot hardware, software, operating system, application, network, and user-access issues.
• Support Windows, macOS, iOS, Android, and Linux environments.
• Provide technicians with troubleshooting guidance and possible solutions for difficult or unfamiliar issues.
• Escalate unresolved issues to Tier 3 or the appropriate IT team and ensure proper follow-up through resolution.
• Step in and work tickets directly when additional technical support is needed.
• Mentor, coach, and provide technical direction to Helpdesk Technicians.
• Ensure tickets are properly documented, escalated, and resolved in accordance with established procedures.
• Collaborate with the IT Manager on technical issues when needed.

Required Skills & Qualifications

• Strong hands-on troubleshooting and problem-solving skills.
• Experience providing Tier 1 and Tier 2 IT support.
• Working knowledge of Windows, macOS, iOS, Android, and Linux.
• Ability to quickly learn new technologies, systems, applications, and procedures.
• Ability to manage, assign, prioritize, and escalate trouble tickets.
• Ability to lead and support a technical helpdesk team while remaining hands-on.
• Ability to analyze technical issues and provide practical troubleshooting options and solutions.
• Strong communication, organization, decision-making, and customer service skills.
• Experience with ITSM/ticketing systems and technical documentation.

Minimum Education Requirement

Bachelor's degree in information technology, Computer Science, or a related field is required.

Required Experience

• 3–5 years of experience in IT help desk, desktop support, or technical support.
• 1–2 years of experience in a Helpdesk Lead, Senior Technician, or supervisory/lead role.

Additional Requirements

• Must be a US Citizen.
• Must be able to work full-time on-site at our office in the Playa Vista area of Los Angeles.

Why Join Apex?

Apex believes in creating a work environment that you look forward to embracing every day. Our employees love working at Apex, and we want you to love it too. We're a fast-growing startup that has raised more than $500M in funding, and we invest heavily in our people from day one.

What We Offer For Full-time Employees:

• Shared upside: Receive equity in Apex, letting you benefit from the work you create
• Best-in-class healthcare: 100% company-paid medical, dental, and vision for you and your dependents, plus $100k life insurance at no cost
• Comprehensive PTO package to reset and recharge - starting at 15 days vacation, growing to 20+ days annually, plus 10 paid holidays
• Competitive 401(k) plan with generous matching - 100% match on first 3%, 50% on next 2%
• 8 weeks paid parental leave plus childcare reimbursement up to $350/day for work-related travel
• Daily catered lunch and unlimited snacks to keep you fueled throughout the day
• Vibrant community: Monthly office socials, pickleball tournaments, run club, and gatherings for you and your family
• Your dream desk setup and all the tools you need to be your most productive self
• World-class Playa Vista office with the benefit of in-person collaboration with amazing coworkers and flexibility to integrate work and life
• Real impact opportunity: Work alongside experts from aerospace, new space, and other cutting-edge industries to make a lasting difference

Ready to join a team where your contributions matter and your future is bright? Let's build something extraordinary together.

Equal Opportunity Employer

Apex Technology, Inc. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Candidates and employees are always evaluated based on merit, qualifications, and performance. We will never discriminate on the basis of race, color, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.