Help Desk Lead

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.

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

Pay

Compensation Range: $80K - $100K