End User Support Specialist

Cherry Bekaert • US NC, NC

3d • $54,800 - $80,000

About The Position

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. The role resolves technology issues involving Microsoft 365, Windows, business applications, user access, connectivity, and collaboration tools. The specialist works with onshore and offshore support teams to provide a consistent user experience, support new-hire readiness, and promote effective technology adoption across the firm.

Requirements

• High school diploma or equivalent.
• At least 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 is preferred.
• Experience with 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.
• Must demonstrate eligibility to work in the United States; work sponsorship is not provided.

Nice To Haves

• Experience with JIRA ticketing systems.

Responsibilities

• 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 and network connectivity, collaboration tools, and standard business applications.
• Support access, permissions, application configuration, authentication, and productivity issues affecting U.S. end users.
• Provide high-touch support to 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, documenting the issue and its business impact.
• Coordinate ticket handoffs with the GSS offshore helpdesk team across shift coverage windows while maintaining a consistent U.S. user experience.
• Maintain accurate ticket notes, document recurring issues, and contribute 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.

Benefits

• Annual bonus.
• Medical, dental, and vision care.
• Disability and life insurance.
• Generous Paid Time Off.
• Retirement plans.
• Paid Care Leave.
• Other programs intended to enhance personal and work life and provide financial protection.
• Competitive compensation and a total rewards package focused on wellbeing.
• Career growth and continuous professional development opportunities.
• Flexibility to do impactful work and enjoy life outside of work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED