End User Support Specialist – White-Glove IT Helpdesk

Cherry Bekaert LLP

United States

Remote

USD 55,000 - 80,000

Full time

6 days ago

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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.