End User Support Specialist
About The Position
Sorren is a national advisory firm providing accounting, assurance, tax, advisory, and private client services. The End User Support Specialist supports the firm by delivering timely, accurate work, communicating clearly, building relationships, and contributing to collaboration, quality service, operational excellence, and innovation. This role serves as a primary contact for help desk requests and provides remote and onsite technical support to staff. It supports Windows workstations, Microsoft 365 and other SaaS and accounting applications, user accounts and access, security and data protection, backups, printers, peripherals, conference room technology, and hardware inventory. The specialist also helps onboard employees, deploy devices, guide users through self-service enrollment, provide technology training, document and escalate issues, and participate in firm-wide technology projects. The role may include other responsibilities assigned by firm leadership. The position requires strong technical support, organization, and customer service skills. Experience in professional services or a financial environment and a bachelor's degree in a related field are preferred. Travel expectation is 0–10%. Compensation is $60,000–$75,000 annually, with discretionary incentive compensation based on firm, group, and individual performance.
Requirements
- Experience supporting Windows 11 in a Microsoft Entra ID environment.
- Knowledge of basic networking, subnets, and VPN protocols.
- Solid understanding of Microsoft 365, email, and Microsoft Teams.
- Experience with a ticketing or ITSM platform such as Freshservice.
- Excellent written and verbal customer service skills, including the ability to explain technical issues to non-technical users.
- Strong organizational skills and attention to detail.
- Curiosity and willingness to learn new tools and apply solutions to evolving business needs.
Nice To Haves
- Experience with Intune, Autopilot, or other MDM solutions.
- Familiarity with CCH Axcess, QuickBooks, Thomson Reuters, or document management systems such as GoFileRoom.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Prior experience in a professional services or financial environment.
Responsibilities
- Serve as a primary point of contact for help desk requests and provide remote and onsite end user support using RMM and other service-specific tools.
- Troubleshoot software, hardware, and network issues, with a focus on SaaS applications, Microsoft 365, and accounting and tax software.
- Set up and deploy workstations for hardware replacements and new employees using standard hardware, images, software, and Intune Autopilot provisioning.
- Onboard new employees by setting up application access, permissions, and role-based resources, and provide day-one support.
- Guide users through self-service processes such as Autopilot enrollment, Windows Hello PIN setup, and Company Portal sync.
- Handle password resets, MFA setup, and access requests, and perform monthly access audits.
- Follow firm security standards to protect confidential financial data and support security changes and compliance efforts led by senior IT staff.
- Assist with file and device recovery requests, verify user data is backed up, and escalate backup or recovery issues as needed.
- Support printers, peripherals, and conference room technology.
- Maintain and coordinate PC hardware inventory and keep asset records accurate and up to date.
- Train and support users on new technologies and software.
- Participate in firm-wide projects involving cloud deployments, security changes, and software upgrades.
- Document resolutions, contribute knowledge base articles, and escalate complex issues to Senior IT Specialists with clear notes on troubleshooting performed.
- Build strong relationships with internal staff and enhance the value perception of IT across the firm.
- Perform other duties and take on a variety of responsibilities assigned by firm leadership.
Benefits
- Generous paid time off
- Comprehensive medical, dental, and vision coverage
- Life and disability insurance
- 401(k) retirement savings plan
- Paid holidays, including a firmwide winter break from December 24 through January 1
- Paid parental leave, available after one year of service
- Mentorship and career development programs
- CPA exam support
- Firm-sponsored events and spontaneous team activities
- Celebrations marking milestones such as the end of busy season and the holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
