White-Glove End User Support Specialist

C010 Cherry Bekaert Advisory LLC; United States; On-site; USD 55,000 - 80,000; Full time

Benefits offered by this job

Annual bonus

Medical, dental, and vision care

Disability and life insurance

Generous Paid Time Off

Retirement plans

Paid Care Leave

Job summary

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. You will resolve issues involving Microsoft365, Windows, VPN, and collaboration tools, working with onshore and offshore teams to ensure a consistent user experience.

The role emphasizes triage, ticket resolution, onboarding, and training, with potential escalation to Desktop Support or infrastructure teams.

Qualifications

• 3+ years of progressive IT support or end-user support experience.
• Strong knowledge of Microsoft365, Windows10/11, MFA/SSO, VPN.
• Proven troubleshooting, analytical, and problem-solving skills across technology platforms.
• Experience with ticketing systems (JIRA preferred) and ITSM practices.
• Excellent customer service and communication skills, including executive-level white-glove support.
• Strong organizational skills with accurate documentation and knowledge management.

Responsibilities

• Triage, troubleshoot, and resolve tickets, calls, and chat requests within SLA.
• Provide enterprise software support for M365, Windows, VPN, and collaboration tools.
• Support access, permissions, application configuration, authentication, and productivity issues.
• Deliver high-touch support for partners, executives, client-facing professionals, and other priority users.
• Escalate complex issues with clear documentation and business impact noted.
• Coordinate with offshore GSS team to maintain a consistent U.S. user experience.
• Maintain ticket notes and contribute to knowledge base articles.
• Support new-hire IT onboarding, including account validation and equipment setup.
• Lead training sessions for end users on current and future technology.

Skills

IT support

Microsoft365

JIRA

Executive support

Customer service

Documentation

Onboarding/training

Prioritization

Education

High school diploma or equivalent

Tools

JIRA

Job description

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. You will resolve issues involving Microsoft365, Windows, VPN, and collaboration tools, working with onshore and offshore teams to ensure a consistent user experience.

The role emphasizes triage, ticket resolution, onboarding, and training, with potential escalation to Desktop Support or infrastructure teams.