End User Support Specialist

Cherry Bekaert LLP; United States; Remote; USD 55,000 - 80,000; Full time

Benefits offered by this job

Annual bonus

Medical, dental, and vision

Paid time off

Job summary

Cherry Bekaert LLP is seeking an experienced End User Support Specialist to deliver responsive, high-touch technical support to professionals across the United States. You will troubleshoot Microsoft 365, Windows, VPN, and collaboration tools, ensuring a consistent user experience and strong onboarding for new hires.

You will work with onshore and offshore teams, provide executive-level support, and escalate complex issues with precise documentation.

Qualifications

• 3+ years of progressive IT support or end-user support experience.
• Strong knowledge of Microsoft 365, Windows 10/11, MFA/SSO, VPN, and enterprise applications.
• Experience with ticketing systems (JIRA preferred) and ITSM practices.

Responsibilities

• Triage, troubleshoot, and resolve incoming tickets, calls, and chat requests within defined SLAs.
• Provide enterprise software support for Microsoft 365, Windows, VPN/network connectivity, collaboration tools, and standard business applications.
• Support access, permissions, application configuration, authentication, and productivity issues for end users.
• Deliver high-touch support for partners, executives, client-facing professionals, and other priority users.
• Escalate complex issues to the appropriate specialist with clear documentation and business impact.
• Coordinate with the offshore GSS helpdesk team to hand off or receive tickets while maintaining a consistent user experience.
• Maintain accurate ticket notes and contribute to knowledge-base articles.

Skills

Troubleshooting

Analytical thinking

Customer service

Communication

Education

High school diploma or equivalent

Tools

JIRA

Microsoft 365

VPN

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 Specialist to provide responsive, high-touch technical support to professionals and leaders across the United States. In this role, you will resolve technology issues involving Microsoft 365, Windows, business applications, user access, connectivity, and collaboration tools. You will work closely with onshore and offshore support teams to provide a consistent user experience, support new-hire readiness, and promote effective technology adoption across the firm.

As an End User Support Specialist, you will:

• 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.

What You Bring to the Role

• High school diploma or equivalent.
• 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 preferred), 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 elevate issues appropriately.
• Experience supporting onboarding, training, technology adoption, and onsite support as needed.

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:

54,800-80,000

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 worksponsorship 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 onLinkedIn,Instagram, Twitterand Facebook.

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