About the RoleThe 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.
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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: Starting at 15 days vacation, growing to 20+ days annually, plus 10 paid holidays
- Competitive 401(k) plan: 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: 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
Additional Information:Compensation ranges are set by role, level, location, and alignment with market data. A candidate's specific level and base pay are determined case by case and may vary with job-related skills, education, experience, technical capabilities, and internal equity. Beyond base salary, full-time hires are also eligible for long-term incentives in the form of stock options, along with medical, dental, and vision coverage and a 401(k) retirement plan.
ITAR RequirementsApex's work is governed by U.S. export control laws, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). To be eligible for this role, applicants must either (1) qualify as a U.S. Person, meaning a U.S. citizen or national, a lawful permanent resident (green card holder), a refugee admitted under 8 U.S.C. a7 1157, or an individual granted asylum under 8 U.S.C. a7 1158, or (2) be able to obtain the required export authorizations from the U.S. Department of State, the U.S. Department of Commerce, or another applicable U.S. government agency. You can learn more about ITAR here.
