Senior End User Support Specialist

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

📋 Description

• Address intricate and escalated challenges within Microsoft 365, Windows, identity and access management, connectivity, endpoints, and business applications.

• Spearhead support initiatives for critical and high-impact incidents, ensuring prompt resolution and effective communication with stakeholders.

• Examine recurring problems, ascertain root causes, and implement solutions that enhance service quality and minimize repeat support requirements.

• Facilitate escalations with infrastructure, security, application, and vendor teams.

• Offer functional guidance and mentorship to members of the support team.

• Create and execute end-user training, onboarding programs, technology adoption strategies, and change management activities.

• Generate and maintain knowledge articles, technical documentation, communications, and self-service resources.

• Work alongside IT and business leaders to enhance user readiness, support effectiveness, and technology utilization.

• Provide support for significant technology initiatives, mergers and acquisitions, office transitions, and organizational change efforts.

• Travel to U.S. office locations as necessary for advanced onsite support, training, technology readiness activities, and event assistance.

⛳️ Requirements

• A high school diploma is required.

• A minimum of 5 years of progressive experience in advanced end-user support, IT support, technical training, knowledge management, documentation, technology adoption, or related fields.

• In-depth knowledge of Microsoft 365, Windows, identity and access management, VPN technologies, networking, endpoints, and enterprise business applications.

• Proven experience in resolving complex technical issues, managing escalations, and supporting incident response activities.

• Proficiency with IT service management and ticketing systems, with JIRA experience preferred.

• Familiarity with service levels, root-cause analysis, process improvement, and operational excellence initiatives.

• Experience supporting senior leaders and priority users.

• Capability to develop training materials, knowledge resources, user communications, and adoption programs.

• Strong skills in technical writing, presentation, instructional design, and change management.

• Ability to lead projects, coordinate multiple stakeholders, mentor colleagues, and drive positive outcomes.

• Excellent analytical, organizational, problem-solving, and decision-making skills.

• Capacity to collaborate across support teams, IT groups, vendors, and business stakeholders.

• Ability to manage multiple priorities in a fast-paced environment and travel as required to support onsite technology initiatives.

• Must be eligible to work in the United States.

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

🏝️ Benefits

• Annual bonus.

• Medical, dental, and vision care.

• Disability and life insurance.

• Generous Paid Time Off.

• Retirement plans.

• Paid Care Leave.

• Comprehensive, high-quality benefits program.

• Flexible work arrangements.

• Career growth and continuous professional development.

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