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.