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 Technician at Apex provides hands-on Tier 1 and Tier 2 technical support to end users, diagnosing and resolving hardware, software, operating system, application, and network issues. This role will involve following established procedures, documenting work clearly, and using sound troubleshooting skills to identify and recommend solutions when issues fall outside standard procedures.

Key Responsibilities

• Provide hands-on Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, peripherals, applications, and network connectivity.

• Diagnose and troubleshoot hardware, software, operating systems, applications, Wi-Fi, VPN, Ethernet, and other technical issues.

• Provide technical support across Windows, macOS, iOS, Android, and Linux environments, with the ability to quickly learn unfamiliar operating systems, applications, and technologies.

• Install, configure, update, and maintain operating systems, applications, hardware, and peripheral devices.

• Support user accounts, passwords, access issues, Microsoft 365, and related IT services.

• Provide remote and in-person technical support using remote-access and support tools.

• Work assigned support tickets from initial troubleshooting through resolution, escalation, and closure.

• Follow documented procedures and instructions, and identify possible solutions and alternative troubleshooting approaches when standard procedures do not resolve an issue.

• Document troubleshooting steps, findings, solutions, and relevant details clearly in the ticketing system.

• Escalate complex or unresolved issues with sufficient troubleshooting information for the next level of support.

• Maintain a professional, patient, and solution-focused approach when assisting users with varying levels of technical knowledge.