IT Help Desk Technician

Help Desk Technician

The Help Desk Technician at Apex provides hands-on Tier 1 and Tier 2 technical support to end users, diagnosing and resolving hardware, software, operating system, application, and network issues. This role will involve following established procedures, documenting work clearly, and using sound troubleshooting skills to identify and recommend solutions when issues fall outside standard procedures.

Key Responsibilities

• Provide hands-on Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, peripherals, applications, and network connectivity.
• Diagnose and troubleshoot hardware, software, operating systems, applications, Wi-Fi, VPN, Ethernet, and other technical issues.
• Provide technical support across Windows, macOS, iOS, Android, and Linux environments, with the ability to quickly learn unfamiliar operating systems, applications, and technologies.
• Install, configure, update, and maintain operating systems, applications, hardware, and peripheral devices.
• Support user accounts, passwords, access issues, Microsoft 365, and related IT services.
• Provide remote and in-person technical support using remote-access and support tools.
• Work assigned support tickets from initial troubleshooting through resolution, escalation, and closure.
• Follow documented procedures and instructions, and identify possible solutions and alternative troubleshooting approaches when standard procedures do not resolve an issue.
• Document troubleshooting steps, findings, solutions, and relevant details clearly in the ticketing system.
• Escalate complex or unresolved issues with sufficient troubleshooting information for the next level of support.
• Maintain a professional, patient, and solution-focused approach when assisting users with varying levels of technical knowledge.

Required Skills & Qualifications

• Hands-on experience troubleshooting hardware, software, operating systems, and network connectivity.
• Experience providing Tier 1 and Tier 2 IT support.
• Working knowledge of Windows, macOS, iOS, Android, and Linux.
• Strong problem-solving and troubleshooting skills with the ability to isolate the root cause of technical issues.
• Ability to learn new technologies, systems, and procedures quickly.
• Ability to follow technical instructions and established processes while using judgment to suggest practical solutions
• Experience with ticketing/ITSM systems and maintaining accurate technical documentation.
• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and other common networking concepts.
• Strong communication skills and the ability to explain technical issues and solutions clearly to end users.

Education Requirements

Bachelor's degree in Information Technology, Computer Science, or a related discipline is required.

Experience Requirements

Minimum 12 years of experience in an IT support, helpdesk, or desktop technician role. Additional Requirements Must be a US citizen. Must be willing to work full-time on-site 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.