End User Support Specialist

Sorren, Inc.•Chicago, IL

2d•$60,000 - $75,000

About The Position

The End User Support Specialist serves as a primary point of contact for help desk requests, delivering remote and onsite support to firm staff. The role troubleshoots software, hardware, and network issues, particularly across SaaS applications, Microsoft 365, and accounting software. It also supports workstation deployment, employee onboarding, access management, security and data protection, backup and recovery, printers and conference room technology, asset inventory, user training, and firm-wide IT projects. The specialist documents solutions, contributes knowledge base articles, and escalates complex issues to Senior IT Specialists with clear records of troubleshooting performed. The role emphasizes strong internal relationships, customer service, accurate work, and flexibility to take on other duties assigned by firm leadership. Travel expectation is 0–10%.

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 help desk contact and provide remote and onsite end-user support using RMM and other service-specific tools.
Troubleshoot software, hardware, and network issues, including SaaS applications, Microsoft 365, and accounting applications.
Set up and deploy workstations for hardware replacements and new employees using standard hardware, images, and software, including Intune Autopilot provisioning.
Onboard new employees by setting up application access, permissions, and resources based on role, and provide day-one support.
Guide users through self-service 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 for 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 related to cloud deployments, security changes, and software upgrades.
Document resolutions, contribute knowledge base articles, and escalate complex issues to Senior IT Specialists with clear troubleshooting notes.
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
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 team activities
Celebrations for milestones such as the end of busy season and the holidays
Discretionary incentive compensation based on firm, group, and individual performance