End User IT Support Specialist — White-Glove Tech Help

Cherry Bekaert LLP; Oregon; Ibrido; USD 55.000 - 80.000; Tempo pieno

Vantaggi offerti da questo lavoro

Annual bonus

Medical, dental & vision care

Disability & life insurance

Paid time off

Retirement plans

Descrizione del lavoro

Cherry Bekaert LLP seeks an experienced End User Support Specialist to deliver responsive, high-touch technical support to professionals nationwide. You will triage requests in JIRA, provide MS 365 and Windows support, enable secure access, assist onboarding, and share knowledge with colleagues while coordinating with offshore teams to ensure a consistent user experience.

The role requires 3+ years of progressive IT support, strong knowledge of Microsoft 365 and Windows, MFA/SSO, VPN, and ITSM

Competenze

• 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.
• Experience with ticketing systems (JIRA preferred), SLA management, and ITSM practices.

Mansioni

• 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/network connectivity, collaboration tools, and standard business applications used across the firm.
• Support access, permissions, application configuration, authentication, and productivity issues that impact U.S. end users.
• Deliver high-touch support for 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, with clear documentation and business impact noted.
• Coordinate with the GSS offshore helpdesk team to hand off or receive tickets across shift coverage windows while maintaining a consistent U.S. user experience.
• Maintain accurate ticket notes, document repeat issues and contribute to 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.

Conoscenze

Executive-level communication

Customer service

Organizational skills

Prioritization

Collaboration

Strumenti

Microsoft 365

Windows 10/11

VPN connectivity

JIRA

ITSM tools

Descrizione del lavoro

Cherry Bekaert LLP seeks an experienced End User Support Specialist to deliver responsive, high-touch technical support to professionals nationwide. You will triage requests in JIRA, provide MS 365 and Windows support, enable secure access, assist onboarding, and share knowledge with colleagues while coordinating with offshore teams to ensure a consistent user experience.

The role requires 3+ years of progressive IT support, strong knowledge of Microsoft 365 and Windows, MFA/SSO, VPN, and ITSM