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Posted: 9/16/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing high-touch IT support for Microsoft 365, Windows 10/11, and enterprise applications, ensuring effective troubleshooting and resolution of end-user issues. Strong capabilities in ticketing systems, SLA management, and delivering exceptional customer service to priority users.
Highest-signal resume keywords
Microsoft 365 SupportWindows 10/11 SupportJIRA Ticketing SystemTroubleshooting SkillsCustomer Service Excellence
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Triage, troubleshoot, and resolve incoming tickets, calls, and chat requests within JIRA while 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
- Support access, permissions, application configuration, authentication, and productivity issues affecting U.S. end users
- Deliver high-touch support for partners, executives, client-facing professionals, and other priority users
- Escalate complex issues to Desktop Support, GSS IT Support, infrastructure, security, or application owners with clear documentation and business impact
- Coordinate with the GSS offshore helpdesk team across shift coverage windows
- Maintain accurate ticket notes and contribute to knowledge-base articles
- 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
Requirements
What you’ll need- 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
- Eligibility to work in the United States
- Cherry Bekaert will not provide work sponsorship for this position
Benefits
Comp & perks- 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
- Career growth and continuous professional development
- Flexible work arrangements
- Opportunities to connect and learn from professionals from different backgrounds and cultures
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT SupportEnd-User SupportMFA/SSOVPNAnalytical SkillsProblem-Solving SkillsDocumentationKnowledge ManagementTechnology AdoptionOnboarding Support
Soft Skills
Communication SkillsOrganizational SkillsCollaborationPrioritizationTraining Facilitation
Tools & Technologies
JIRAMicrosoft 365VPNCollaboration ToolsBusiness Applications
Industry Keywords
ITSM PracticesSLA ManagementWhite-Glove SupportEnd-User ExperienceTicketing Systems