Senior End-User Support & Training Lead

Cherry Bekaert LLP; Oregon; Hybrid; USD 60,000 - 88,000; Full time

Benefits offered by this job

Annual bonus

Medical insurance

Dental insurance

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 Senior Specialist to provide advanced technical support, drive technology adoption, and elevate end-user experience across the firm. You will resolve complex issues, mentor teammates, and contribute to training programs and knowledge resources.

Based in Oregon, this role travels to US office locations as needed to deliver onsite support, participate in major technology initiatives, and support organizational change efforts.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Advanced end-user support

IT support

Technical training

Knowledge management

Documentation

Technology adoption

Change management

Education

High school diploma

Tools

Microsoft 365

Windows

JIRA

VPN technologies

Job description

Cherry Bekaert LLP is seeking an experienced End User Support Senior Specialist to provide advanced technical support, drive technology adoption, and elevate end-user experience across the firm. You will resolve complex issues, mentor teammates, and contribute to training programs and knowledge resources.

Based in Oregon, this role travels to US office locations as needed to deliver onsite support, participate in major technology initiatives, and support organizational change efforts.