End User Support Senior Specialist

Cherry Bekaert LLP; United States; Remote; USD 60,000 - 88,000; Full time

Benefits offered by this job

Annual bonus

Medical, dental, and vision care

Paid time off

Retirement plans

Job summary

Cherry Bekaert LLP seeks an experienced End User Support Senior Specialist to provide advanced technical support across Microsoft 365, Windows, identity and access management, and other business applications. You will lead high-impact incidents, ensure timely resolution, and mentor colleagues while shaping training and knowledge resources.

You will collaborate with IT and business leaders to improve user readiness and technology adoption, travel to U.S.

Qualifications

• 5+ years of progressive experience in advanced end-user support, IT support, technical training, knowledge management, documentation, technology adoption, or related areas.

Responsibilities

• Resolve complex issues across Microsoft 365, Windows, identity and access management, VPN, networking, endpoints, and business applications.
• Lead support for critical incidents with timely resolution and stakeholder communication.
• Analyze recurring issues, identify root causes, and implement solutions to reduce repeat tickets.
• Coordinate escalations with IT, security, application, and vendor teams.
• Provide mentorship and guidance to support team members.
• Develop and deliver end-user training and adoption programs.
• Create and maintain knowledge articles and self-service resources.
• Collaborate with IT and business leaders to improve readiness and utilization.

Skills

Microsoft 365

Windows

Identity & Access

VPN technologies

Networking

Endpoints

Business apps

Customer service

Communication

Stakeholder management

Training development

Knowledge management

Change management

Project coordination

Education

High school diploma

Tools

JIRA

Job description

Ranked among the largest accounting and consulting firms in the country and consistently recognized as a Great Place to Work, Cherry Bekaert delivers innovative advisory, assurance and tax services to our clients. We are proud to foster a collaborative environment focused on enabling your career growth and continuous professional development.

Cherry Bekaert is seeking an experienced End User Support Senior Specialist to provide advanced technical support, drive technology adoption, and enhance the overall end-user experience across the firm. In this role, you will serve as a trusted resource for professionals and leaders, resolving complex technical challenges while helping shape support processes, training programs, and service improvements.

As an End User Support Senior Specialist, you will:

• 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.

What You Bring to the Role

• 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.
• Proficiency with IT service management and ticketing platforms, including JIRA preferred.
• 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.

What you can expect from us:

• Our shared values that foster inclusion and belonging including uncompromising integrity, collaboration, trust, and mutual respect

• The opportunity to innovate and do work that motivates and engages you

• A collaborative environment focused on enabling you to further your career growth and continuous professional development

• Competitive compensation and a total rewards package that focuses on all aspects of your wellbeing

• Flexibility to do impactful work and the time to enjoy your life outside of work

• Opportunities to connect and learn from professionals from different backgrounds and with different cultures

Benefits Information:

Cherry Bekaert cares about our people. We offer competitive compensation packages based on performance that recognize the value our people bring to our clients and our Firm. The salary range for this position is included below. Individual salaries within this range are determined by a variety of factors including but not limited to the role, function and associated responsibilities, a candidate’s work experience, education, knowledge, skills, and geographic location. In addition, we offer a comprehensive, high-quality benefits program which includes annual bonus, medical, dental, and vision care; disability and life insurance; generous Paid Time Off; retirement plans; Paid Care Leave; and other programs that are dedicated to enhancing your personal and work life and providing you and your family with a measure of financial protection.

Pay Range:

$59,600-$87,500

About Cherry Bekaert

Cherry Bekaert, ranked among the largest assurance, tax and advisory firms in the U.S., serves clients across industries in all 50 U.S. states and internationally. For more details, visit https://www.cbh.com/disclosure/

Cherry Bekaert provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, citizenship status, protected veteran status, disability status, or any other category protected by applicable federal, state or local laws. https://careers.cbh.com/legal-disclosures/ contains further information regarding the firm’s compliance with federal, state and local recruitment and hiring laws.

This role is expected to accept applications for at least five calendar days and may continue to be posted until a qualified applicant is selected or the position has been cancelled.

Candidates must demonstrate eligibility to work in the United States.Cherry Bekaert will not provideworksponsorship for this position.

Cherry Bekaert LLP and Cherry Bekaert Advisory LLC are members of Allinial Global, an accountancy and business advisory global association. Visit us at https://careers.cbh.com/ and follow us on LinkedIn, Instagram, Twitterand Facebook.

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