Support specialist specialist

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

Ranked among the largest accounting and consulting firms in the country and consistently recognized as a Great Place to Work, Cherry Bekaert delivers innovative advisory, assurance and tax services to our clients. We are proud to foster a collaborative environment focused on enabling your career growth and continuous professional development.

Cherry Bekaert is seeking an experienced End User Support Specialist to provide responsive, high-touch technical support to professionals and leaders across the United States. In this role, you will resolve technology issues involving Microsoft 365, Windows, business applications, user access, connectivity, and collaboration tools. You will work closely with onshore and offshore support teams to provide a consistent user experience, support new-hire readiness, and promote effective technology adoption across the firm.

As an End User Support Specialist, you will:

• Triage, troubleshoot, and resolve incoming tickets, calls, and chat requests within JIRA, meeting defined SLAs and white glove service expectations for U.
• 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.
• Deliver high-touch support for partners, executives, client-facing professionals, and other priority users, ensuring clear communication, ownership, and timely follow-through.
• Escalate complex issues to the appropriate specialist, including Desktop Support, GSS IT Support, infrastructure, security, or application owners, with clear documentation and business impact noted.
• Coordinate with the GSS offshore helpdesk team to hand off or receive tickets across shift coverage windows while maintaining a consistent U.S. user experience.
• Maintain accurate ticket notes, document repeat issues and contribute to knowledge-base articles for enterprise software and recurring support scenarios.
• Support new-hire IT onboarding, including account access validation, software readiness, and equipment setup coordination.
• Lead training sessions for end users on current and future technology.

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

Our shared values that foster inclusion and belonging including uncompromising integrity, collaboration, trust, and mutual respect

We offer competitive compensation packages based on performance that recognize the value our people bring to our clients and our Firm. Individual salaries within this range are determined by a variety of factors including but not limited to the role, function and associated responsibilities, a candidate’s work experience, education, knowledge, skills, and geographic location. In addition, we offer a comprehensive, high-quality benefits program which includes annual bonus, medical, dental, and vision care; disability and life insurance; retirement plans; and other programs that are dedicated to enhancing your personal and work life and providing you and your family with a measure of financial protection.

• annual bonus
• medical
• dental
• vision care
• disability and life insurance
• retirement plans
• other programs that are dedicated to enhancing your personal and work life and providing you and your family with a measure of financial protection.

Cherry Bekaert, ranked among the largest assurance, tax and advisory firms in the U.Cherry Bekaert provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, citizenship status, protected veteran status, disability status, or any other category protected by applicable federal, state or local laws. contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws.

This role is expected to accept applications for at least five calendar days and may continue to be posted until a qualified applicant is selected or the position has been cancelled.

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