End User Support Senior Specialist

C010 Cherry Bekaert Advisory LLC; United States; Sur place; USD 60 000 - 88 000; Plein temps

Résumé du poste

Cherry Bekaert Advisory LLC seeks an experienced End User Support Senior Specialist to provide advanced technical support and drive technology adoption across the firm. You will serve as a trusted resource for professionals and leaders, resolving complex challenges while shaping support processes and training programs.

You will resolve complex issues across Microsoft 365, Windows, IAM, VPNs, endpoints and business apps, lead high-impact incidents with clear communication, mentor teammates,

Qualifications

• 5+ years of progressive experience in advanced end-user support.
• Strong knowledge of Microsoft 365, Windows, IAM, VPN, networking, endpoints and business apps.
• Experience resolving complex technical issues, managing escalations and supporting incident response.
• Proficiency with IT service management and ticketing platforms, including JIRA.
• Experience with service levels, root-cause analysis and process improvement.
• Excellent customer service and stakeholder management, including senior leaders.
• Ability to develop training materials, knowledge resources and adoption programs.
• Strong writing, presentation, instructional design and change management skills.
• Ability to lead projects, coordinate multiple stakeholders and mentor colleagues.
• Willingness to travel to US offices for onsite support as needed.

Responsabilités

• Resolve complex issues across M365, Windows, identity & access management, VPNs, endpoints and business apps.
• Lead support for critical/high-impact incidents with timely resolution and clear communication.
• Analyze recurring issues, identify root causes and implement improvements to reduce repeats.
• Coordinate escalations with infrastructure, security, application and vendor teams.
• Provide guidance and mentorship to the support team and promote best practices.
• Develop and deliver end-user training, onboarding and adoption initiatives.
• Create and maintain knowledge articles, documentation and self-service resources.
• Collaborate with IT and business leaders to improve readiness and technology utilization.
• Support major initiatives such as mergers, acquisitions and office transitions.
• Travel to US office locations to provide advanced onsite support and training.

Connaissances

Microsoft 365

Windows

Identity & Access Management

VPN technologies

Troubleshooting

Customer service

Incident response

ITSM & ticketing

Formation

High school diploma

Outils

JIRA

Description du poste

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 provide work sponsorship 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, Twitter and Facebook. © 2026 Cherry Bekaert. All Rights Reserved.

At Cherry Bekaert, your career is about you. With growing industry expertise, a strong support system, and our team’s shared values, we encourage you to choose your path. Join the Firm that acknowledges and recognizes the power of the individual.