White-Glove IT Support Specialist (MS365 & Windows)

Cherry Bekaert LLP; Raleigh (NC); Sur place; USD 55 000 - 80 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Medical, dental and vision care

Disability and life insurance

Paid Time Off

Retirement plans

Paid Care Leave

Résumé du poste

Cherry Bekaert is seeking an experienced End User Support Specialist to deliver responsive, high-touch technical support to professionals across the United States. You will resolve issues involving Microsoft 365, Windows, and collaboration tools, ensuring a smooth user experience for partners, executives, and priority users.

You will triage tickets in JIRA, coordinate with offshore teams, contribute to knowledge bases, and lead onboarding and training sessions as part of enabling technology

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 elevate issues appropriately.
• Experience supporting onboarding, training, technology adoption and onsite support as needed.

Responsabilités

• Triage and resolve tickets, calls, and chat requests within JIRA, meeting SLAs and white-glove expectations.
• Provide enterprise software support for Microsoft 365, Windows, VPN/network connectivity, collaboration tools, and standard business applications.
• Support access, permissions, authentication, and productivity issues for U.S. end users.
• Deliver high-touch support for partners, executives, client-facing professionals, and other priority users with clear communication.
• Escalate complex issues with documentation and business impact notes.
• Coordinate with offshore helpdesk teams to ensure consistent user experience.
• Maintain accurate ticket notes and contribute to knowledge-base articles.
• Support new-hire IT onboarding, including account access validation and equipment setup coordination.
• Lead training sessions for end users on current and future technology.

Connaissances

End user support

Microsoft 365

Windows 10/11

JIRA

SLA management

Executive support

Communication skills

Formation

High school diploma or equivalent

Outils

MFA/SSO

VPN

Microsoft 365 admin tools

Description du poste

Cherry Bekaert is seeking an experienced End User Support Specialist to deliver responsive, high-touch technical support to professionals across the United States. You will resolve issues involving Microsoft 365, Windows, and collaboration tools, ensuring a smooth user experience for partners, executives, and priority users.

You will triage tickets in JIRA, coordinate with offshore teams, contribute to knowledge bases, and lead onboarding and training sessions as part of enabling technology