End User Support Senior Specialist

Cherry Bekaert•Raleigh, NC

About The Position

Cherry Bekaert is seeking an experienced End User Support Senior Specialist to provide advanced technical support, encourage technology adoption, and improve the end-user experience across the firm. The role serves as a trusted technical resource for professionals and leaders, resolving complex issues and helping shape support processes, training, and service improvements. The specialist handles escalated and high-impact incidents, analyzes recurring issues and root causes, coordinates with internal technical teams and vendors, and guides support colleagues. The role also develops training, onboarding, knowledge resources, communications, and self-service materials; collaborates with IT and business leaders; and supports major technology initiatives and organizational changes. Travel to U.S. office locations is required as needed for onsite support, training, readiness activities, and events.

Requirements

High school diploma required.
At least 5 years of progressive experience in advanced end-user support, IT support, technical training, knowledge management, documentation, technology adoption, or related areas.
Strong knowledge of Microsoft 365, Windows, identity and access management, VPN technologies, networking, endpoints, and enterprise business applications.
Experience resolving complex technical issues, managing escalations, and supporting incident response activities.
Excellent customer service, communication, and stakeholder management skills, including experience supporting senior leaders and priority users.
Demonstrated ability to develop training materials, knowledge resources, user communications, and adoption programs.
Strong technical writing, presentation, instructional design, and change management capabilities.
Ability to lead projects, coordinate multiple stakeholders, mentor colleagues, and influence positive outcomes.
Strong analytical, organizational, problem-solving, and decision-making skills.
Ability to collaborate effectively across support teams, IT groups, vendors, and business stakeholders.
Ability to manage multiple priorities in a fast-paced environment and travel as needed for onsite technology initiatives.

Nice To Haves

Proficiency with IT service management and ticketing platforms; JIRA is preferred.
Experience working with service levels, root-cause analysis, process improvement, and operational excellence initiatives.

Responsibilities

Resolve complex and escalated issues involving Microsoft 365, Windows, identity and access management, connectivity, endpoints, and business applications.
Lead support efforts for critical and high-impact incidents, ensuring timely resolution and clear stakeholder communication.
Analyze recurring issues, identify root causes, and implement solutions to improve service quality and reduce repeat support demand.
Coordinate escalations with infrastructure, security, application, and vendor teams.
Provide functional guidance and mentorship to support team members and promote strong troubleshooting and customer service practices.
Develop and deliver end-user training, onboarding programs, technology adoption initiatives, and change management activities.
Create and maintain knowledge articles, technical documentation, communications, and self-service resources.
Collaborate with IT and business leaders to improve user readiness, support effectiveness, and technology utilization.
Support major technology initiatives, mergers and acquisitions, office transitions, and other organizational change efforts.
Travel to U.S. office locations as needed for advanced onsite support, training, technology readiness activities, and event support.
Lead projects, coordinate stakeholders, and support colleagues through mentorship and positive influence.