Senior End-User Support & Training Specialist

Cherry Bekaert LLP; Charlotte (NC); On-site; USD 60,000 - 88,000; Full time

Job summary

Cherry Bekaert LLP seeks an experienced End User Support Senior Specialist to provide advanced technical support and drive technology adoption across the firm. You will resolve complex issues, lead critical incidents, and help shape training programs and knowledge resources for strong user enablement.

You will mentor colleagues, develop onboarding and change-management activities, and collaborate with IT and business leaders to optimize technology utilization. Travel to US offices is required.

Qualifications

• 5+ years of progressive end-user support experience.
• Strong knowledge of Microsoft 365, Windows, IAM, VPN, networking, endpoints and business apps.
• Experience resolving escalations and incident response activities.
• Proficiency with ITSM/ticketing platforms, with JIRA preferred.
• Excellent customer service and stakeholder management, including senior leaders.

Responsibilities

• Resolve complex issues across M365, Windows, IAM, VPN, endpoints, and business applications.
• Lead support for critical incidents with timely resolution and clear communication.
• Analyze recurring issues, identify root causes, implement improvements to reduce repeats.
• Coordinate escalations with infrastructure, security, apps, and vendors.
• Mentor team members and promote strong troubleshooting and service excellence.
• Develop and deliver end-user training, onboarding adoption initiatives, and change management.
• Create and maintain knowledge articles, documentation, and self-service resources.
• Collaborate with IT and business leaders to improve readiness and technology usage.
• Support major initiatives, mergers, office transitions, and organizational changes.
• Travel to U.S. office locations to provide onsite support and training as needed.

Skills

Microsoft 365

Windows

Identity & access management

VPN technologies

Networking

Endpoints

Enterprise applications

Education

High school diploma

Tools

JIRA

Job description

Cherry Bekaert LLP seeks an experienced End User Support Senior Specialist to provide advanced technical support and drive technology adoption across the firm. You will resolve complex issues, lead critical incidents, and help shape training programs and knowledge resources for strong user enablement.

You will mentor colleagues, develop onboarding and change-management activities, and collaborate with IT and business leaders to optimize technology utilization. Travel to US offices is required.