Help Desk Lead

apex-technology-inc; Los Angeles (CA); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Equity in Apex

Healthcare

PTO + holidays

401(k) match

Parental leave

Lunch & snacks

Office events

Job summary

Apex Technology is looking for a Help Desk Lead to oversee daily operations and provide hands-on Tier 1 and 2 support. You will manage tickets, guide technicians, and coordinate with Tier 3 and IT teams from our Playa Vista office.

Required are 3–5 years in IT support, 1–2 years in a lead role, a bachelor’s in IT/CS, and US citizenship. The role is full-time and on-site in Los Angeles.

Qualifications

• 3-5 years of experience in IT help desk, desktop support, or technical support.
• 1-2 years in a Helpdesk Lead, Senior Technician, or supervisory/lead role.
• Must be a US Citizen and able to work full-time on-site in Playa Vista, Los Angeles.

Responsibilities

• Lead and support the Helpdesk team with hands-on Tier 1 and Tier 2 support.
• Monitor, prioritize, assign, and manage tickets based on urgency and workload.
• Troubleshoot hardware, software, OS, applications, networks, and user-access issues.
• Support Windows, macOS, iOS, Android, and Linux environments.
• Escalate unresolved issues to Tier 3 and ensure follow-up to resolution.
• Mentor and coach Helpdesk Technicians; document and escalate tickets as needed.

Skills

Troubleshooting

Tier 1-2 support

Windows

macOS

iOS

Android

Linux

ITSM / ticketing

Ticket management

Team leadership

Education

Bachelor's degree in IT / CS

Job description

Spacecraft represent the most pressing unmet need across the entire aerospace industry. As more launch vehicles come online and the cost to orbit decreases, more companies launching payloads to space continue to emerge.

For the first time in history, this influx of payload companies combined with reduced launch costs has resulted in a massive increase in need for commercial spacecraft platforms, known as satellite buses. These buses hold the payloads of our customers and are flown on launch vehicles.

Apex manufactures these satellite buses at scale using a combination of software, vertical integration, and hardware that is designed for manufacturing. Our spacecraft enable the future of society: ranging from earth observation to communications and more.

We'd love for you to join us on our mission of providing humankind access to the galaxy beyond our planet.

About the Role

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 elevate 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

Equal Opportunity Employer

Apex Technology