End User Support Engineer

The Voleon Group•Berkeley, CA

1d•Onsite

About The Position

Voleon is a technology company that applies state-of-the-art AI and machine learning techniques to real-world problems in finance. For nearly two decades, we have led our industry and worked at the frontier of applying AI/ML to investment management. We have become a multibillion-dollar asset manager, and we have ambitious goals for the future. Your colleagues will include internationally recognized experts in artificial intelligence and machine learning research as well as highly experienced finance and technology professionals. The people who shape our company come from other backgrounds, including concert music performances, humanitarian aid, opera singing, sports writing, and BMX racing. You will be part of a team that loves to succeed together. In addition to our enriching and collegial working environment, we offer highly competitive compensation and benefits packages, technology talks by our experts, a beautiful modern office, daily catered lunches, and more. Voleon is looking for an End User Support Engineer to join our Corporate IT Services (Corp-ITS) team and serve as the primary technical resource for employees across the organization. This position emphasizes hands-on user support, troubleshooting, and operational excellence, while maintaining a customer-first approach to IT service delivery. In this role, you will be the first point of contact for technical issues, directly supporting the firm's software engineering, quantitative research, and financial operations teams. You will resolve user issues efficiently, maintain critical office technology systems, and collaborate with Systems Administrators and Engineering to ensure a seamless technology experience in a fast-paced, high-performance environment.

Requirements

2+ years in IT support, desktop support, or help desk roles
Proven experience supporting macOS and iOS in corporate environments
Working knowledge of Microsoft 365 and collaboration platforms (Slack, Zoom, Atlassian, etc.)
Experience with ticketing systems and ITSM platforms (Jira, Zendesk, ServiceNow, etc.)
Hands-on experience with conference room technology (Zoom Rooms, AV systems)
Excellent customer service and communication skills. Patient, detail-oriented, and able to explain technical issues clearly
Strong multitasking and prioritization skills in fast-paced environments
Creative and analytical thinker with a proactive, solution-focused mindset

Nice To Haves

Exposure to endpoint management platforms (Jamf Pro, Intune)
IT asset lifecycle management experience
Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi, VPN) and directory services (Active Directory, Entra ID, LDAP)
Experience in financial services or regulated industries

Responsibilities

Serve as first point of contact for technical issues via help desk, chat, email, and in-person.
Manage tickets in the internal ticketing system with accurate documentation
Troubleshoot and resolve endpoint issues (macOS) including hardware, software, connectivity, and user accounts
Provision and configure endpoints across macOS environments. Handle device enrollment, software installation, and security policies
Administer collaboration tools (Microsoft 365, Slack, Zoom) for day-to-day user support, password resets, and license management
Handle onboarding and off-boarding including device setup, account provisioning, access control, and equipment retrieval
Maintain conference room systems (Zoom Rooms, AV equipment) and respond to meeting issues
Support IT projects including OS upgrades, software rollouts, and other user facing improvements
Create and maintain knowledge base articles and troubleshooting guides