Remote End-User Support Specialist (White-Glove)

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

Benefits offered by this job

Annual bonus

Medical coverage

Dental coverage

Vision care

Disability insurance

Life insurance

Paid time off

Retirement plans

Paid Care Leave

Job summary

Cherry Bekaert LLP is seeking an experienced End User Support Specialist to provide proactive, high-touch technical support across the United States. You will resolve issues related to Microsoft 365, Windows 10/11, VPNs, and enterprise apps, while ensuring access, authentication, and productivity for priority users.

You will triage tickets, collaborate with onshore/offshore teams, assist with onboarding and training, and contribute to knowledge bases to improve overall user adoption and

Qualifications

• 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 escalate issues appropriately.
• Experience supporting onboarding, training, technology adoption, and onsite support as needed.

Responsibilities

• Triage, troubleshoot, and resolve incoming tickets, calls, and chat requests within JIRA, meeting 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 with clear communication and timely follow-through.
• Escalate complex issues to the appropriate specialist with documentation and business impact noted.
• Coordinate with the GSS offshore helpdesk to hand off or receive tickets across shift windows to maintain a consistent U.S. user experience.
• Maintain accurate ticket notes, document repeat issues and contribute to knowledge-base articles.
• Support onboarding, including account access validation, software readiness, and equipment setup coordination. Lead training sessions for end users.

Skills

Microsoft 365

Windows 10/11

MFA/SSO

VPN

Troubleshooting

Customer service

Executive support

Documentation

Education

High school diploma

Tools

JIRA

ITSM software

Job description

Cherry Bekaert LLP is seeking an experienced End User Support Specialist to provide proactive, high-touch technical support across the United States. You will resolve issues related to Microsoft 365, Windows 10/11, VPNs, and enterprise apps, while ensuring access, authentication, and productivity for priority users.

You will triage tickets, collaborate with onshore/offshore teams, assist with onboarding and training, and contribute to knowledge bases to improve overall user adoption and