Help Desk Lead

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. 

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.

• 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.

• 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.

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

• 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.

• 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.

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.