End User Support Specialist — White-Glove IT Pro

Cherry Bekaert LLP; North Carolina; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Medical

Dental

Vision care

Disability and life insurance

Retirement plans

Other programs that are dedicated to…

Job summary

Cherry Bekaert LLP is seeking an experienced End User Support Specialist to deliver high-touch technical support to professionals across the United States. You will triage, troubleshoot, and resolve issues in Microsoft 365, Windows, VPN, and collaboration tools, while ensuring a consistent user experience and onboarding readiness.

You will work with onshore and offshore teams, document issues for a knowledge base, and lead training sessions for end users on current and future technology.

Qualifications

• 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.
• Excellent customer service and communication skills, including executive-level white-glove support.
• Experience supporting onboarding, training, technology adoption, and onsite support as needed.

Responsibilities

• Triage, troubleshoot, and resolve tickets, calls, and chat requests within JIRA with SLAs and white-glove service.
• Provide enterprise software support for M365, Windows, VPN, collaboration tools, and standard business applications.
• Manage access, permissions, authentication, and productivity issues impacting users.
• Deliver high-touch support for partners, executives, and priority users, with clear communication and follow-through.
• Escalate complex issues to Desktop/IT Security owners with documentation and impact notes.
• Coordinate with offshore GSS helpdesk to ensure a consistent U.S. user experience.

Skills

Microsoft 365

Windows 10/11

MFA/SSO

VPN

End-user support

Customer service

Education

High school diploma or equivalent

Tools

JIRA

Job description

Cherry Bekaert LLP is seeking an experienced End User Support Specialist to deliver high-touch technical support to professionals across the United States. You will triage, troubleshoot, and resolve issues in Microsoft 365, Windows, VPN, and collaboration tools, while ensuring a consistent user experience and onboarding readiness.

You will work with onshore and offshore teams, document issues for a knowledge base, and lead training sessions for end users on current and future technology.