End User Support Senior Specialist
About The Position
Cherry Bekaert is seeking an experienced End User Support Senior Specialist to provide advanced technical support, drive technology adoption, and improve the end-user experience across the firm. The role serves as a trusted resource for professionals and leaders, resolving complex technical challenges and helping shape support processes, training programs, and service improvements. The specialist handles complex and escalated issues across Microsoft 365, Windows, identity and access management, connectivity, endpoints, and business applications. The role leads support for critical incidents, analyzes recurring issues, coordinates escalations across technical teams and vendors, mentors support colleagues, and develops training, documentation, and self-service resources. It also supports technology initiatives and organizational changes, including mergers and acquisitions and office transitions. Travel to U.S. office locations is required as needed for onsite support, training, readiness activities, and events.
Requirements
- High school diploma required.
- 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.
- Experience working with service levels, root-cause analysis, process improvement, and operational excellence initiatives.
- 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.
- Proven 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 to support onsite technology initiatives.
- Candidates must demonstrate eligibility to work in the United States; Cherry Bekaert will not provide work sponsorship.
Nice To Haves
- Proficiency with IT service management and ticketing platforms, including JIRA preferred.
Responsibilities
- Resolve complex and escalated issues across 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 that improve service quality and reduce repeat support demand.
- Coordinate escalations with infrastructure, security, application, and vendor teams to drive effective issue resolution.
- Provide functional guidance and mentorship to support team members while promoting strong troubleshooting practices and customer service excellence.
- 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 to provide advanced onsite support, training, technology readiness activities, and event support.
Benefits
- Competitive compensation and a total rewards package.
- Annual bonus.
- Medical, dental, and vision care.
- Disability and life insurance.
- Generous Paid Time Off.
- Retirement plans.
- Paid Care Leave.
- Other programs dedicated to enhancing personal and work life and providing financial protection.
- Flexibility to do impactful work and time to enjoy life outside of work.
- Career growth and continuous professional development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
