End User Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage, diagnose, and resolve incoming tickets, phone calls, and chat inquiries using JIRA, while adhering to established SLAs and providing a premium service experience for users in the U.S.

• Offer enterprise-level software assistance for Microsoft 365, Windows, VPN/network connectivity, collaboration tools, and typical business applications.

• Assist with access, permissions, application configurations, authentication, and productivity-related challenges impacting U.S. end users.

• Provide personalized support for partners, executives, client-facing staff, and other high-priority users.

• Refer complex issues to Desktop Support, GSS IT Support, infrastructure, security, or application owners, ensuring thorough documentation and assessment of business impact.

• Collaborate with the GSS offshore helpdesk team during shift coverage periods.

• Keep precise ticket notes and contribute to the knowledge base documentation.

• Facilitate IT onboarding for new hires, which includes validating account access, ensuring software readiness, and coordinating equipment setup.

• Conduct training sessions for end users on existing and upcoming technologies.

⛳️ Requirements

• High school diploma or equivalent qualification.

• A minimum of 3 years of progressive experience in IT support or end-user assistance.

• In-depth knowledge of Microsoft 365, Windows 10/11, enterprise applications, MFA/SSO, VPN, and end-user support.

• Demonstrated troubleshooting, analytical, and problem-solving abilities across various technology platforms.

• Familiarity with ticketing systems (JIRA preferred), SLA management, and ITSM methodologies.

• Exceptional customer service and communication skills, including the ability to provide executive-level white-glove support.

• Strong organizational skills with a focus on accurate documentation and knowledge management.

• Capable of prioritizing numerous tasks, collaborating with teams, and escalating issues as necessary.

• Experience in supporting onboarding, training, technology adoption, and on-site assistance as needed.

• Must be eligible to work in the United States.

• Cherry Bekaert does not offer work sponsorship for this position.

🏝️ Benefits

• Annual bonus.

• Medical, dental, and vision coverage.

• Disability and life insurance.

• Generous Paid Time Off.

• Retirement plans.

• Paid Care Leave.

• Comprehensive, high-quality benefits package.

• Opportunities for career advancement and ongoing professional development.

• Flexible work arrangements.

• Opportunities to connect and learn from professionals from diverse backgrounds and cultures.