White-Glove End-User IT Support Specialist

Cherry Bekaert LLP; Charlotte (NC); On-site; USD 55,000 - 80,000; Full time

Job summary

Cherry Bekaert LLP is seeking an experienced End User Support Specialist to provide responsive, high-touch technical support to professionals across the United States. You will resolve issues involving Microsoft 365, Windows, VPN, and collaboration tools, delivering executive-level support with clear communication.

In this role you will triage tickets in JIRA, support new-hire onboarding, and collaborate with onshore/offshore teams to ensure a consistent user experience.

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 defined 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, 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.

Skills

Customer service

Communication

Troubleshooting

Documentation

Team collaboration

Education

High school diploma or equivalent

Tools

Microsoft 365

Windows 10/11

MFA/SSO

VPN

JIRA

ITSM

Job description

Cherry Bekaert LLP is seeking an experienced End User Support Specialist to provide responsive, high-touch technical support to professionals across the United States. You will resolve issues involving Microsoft 365, Windows, VPN, and collaboration tools, delivering executive-level support with clear communication.

In this role you will triage tickets in JIRA, support new-hire onboarding, and collaborate with onshore/offshore teams to ensure a consistent user experience.