[Hiring] End User Support Specialist @Cherry Bekaert

Role Description

Cherry Bekaert is seeking an experienced End User Support Specialist to provide responsive, high-touch technical support to professionals and leaders across the United States. In this role, you will resolve technology issues involving Microsoft 365, Windows, business applications, user access, connectivity, and collaboration tools. You will work closely with onshore and offshore support teams to provide a consistent user experience, support new-hire readiness, and promote effective technology adoption across the firm.

• Triage, troubleshoot, and resolve incoming tickets, calls, and chat requests within JIRA, meeting defined SLAs and white glove service expectations for U.S. users.
• Provide enterprise software support for Microsoft 365, Windows, VPN/network connectivity, collaboration tools, and standard business applications used across the firm.
• Support access, permissions, application configuration, authentication, and productivity issues that impact U.S. end users.
• Deliver high-touch support for partners, executives, client-facing professionals, and other priority users, ensuring clear communication, ownership, and timely follow-through.
• Escalate complex issues to the appropriate specialist, including Desktop Support, GSS IT Support, infrastructure, security, or application owners, with clear documentation and business impact noted.
• Coordinate with the GSS offshore helpdesk team to hand off or receive tickets across shift coverage windows while maintaining a consistent U.S. user experience.
• Maintain accurate ticket notes, document repeat issues and contribute to knowledge-base articles for enterprise software and recurring support scenarios.
• Support new-hire IT onboarding, including account access validation, software readiness, and equipment setup coordination. Lead training sessions for end users on current and future technology.

Qualifications

• High school diploma or equivalent.
• 3+ years of progressive IT support or end-user support experience.
• Strong knowledge of Microsoft 365, Windows 10/11, enterprise applications, MFA/SSO, VPN, and end-user support.
• Proven troubleshooting, analytical, and problem-solving skills across technology platforms.
• Experience with ticketing systems (JIRA preferred), SLA management, and ITSM practices.
• Excellent customer service and communication skills, including executive-level white-glove support.
• Strong organizational skills with accurate documentation and knowledge management.
• Ability to prioritize multiple tasks, collaborate across teams, and escalate issues appropriately.
• Experience supporting onboarding, training, technology adoption, and onsite support as needed.

Benefits

• Competitive compensation and a total rewards package that focuses on all aspects of your wellbeing.
• Flexibility to do impactful work and the time to enjoy your life outside of work.
• Opportunities to connect and learn from professionals from different backgrounds and with different cultures.
• Comprehensive, high-quality benefits program including annual bonus, medical, dental, and vision care; disability and life insurance; generous Paid Time Off; retirement plans; Paid Care Leave; and other programs dedicated to enhancing your personal and work life.