Help Desk User Outreach Analyst (Hybrid Role)
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Job Location:
Charlotte, VT - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: Help Desk/ User Outreach Analyst - (Enterprise Information Protection Remediation Support) - (Hybrid Role)
Job Location: 500 East Morehead St 5th floor Charlotte NC 28202
Job Duration: 6-month contract
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Role Summary:
- We are seeking a junior Help Desk/ User Outreach Analyst to support enterprise-wide data cleanup initiatives within AD.
- This role will serve as the primary point of contact for user engagement fielding inquiries and guiding users through remediation activities related to Enterprise Information Protection (EIP) system findings.
- These findings include Ghost Drive access cleanups sensitive data exposure (such as passwords in plain text) deletion of files from OneDrive and network drives and remediation of Microsoft-supported product links.
- This position supports the Cybersecurity EIP program and Varonis remediation efforts by acting as the initial point of contact for end users impacted by cleanup activities.
- The role bridges technical data protection efforts with business users ensuring remediation actions are understood executed and tracked efficiently.
- The analyst will work closely with Cybersecurity IT support teams and business stakeholders to reduce exposure risk and improve data hygiene across Active Directory integrated environments.
Roles & Responsibilities:
- Serve as Tier 1 intake and support for user inquiries related to Varonis-driven remediation efforts
- Conduct targeted user outreach via email Microsoft Teams and phone calls to drive remediation actions
Clearly explain remediation requirements including:
Required Qualifications:
- Removal of inappropriate access (Ghost Drives)
- Eliminate sensitive data such as passwords in plain text
- Track and document user responses remediation actions and exceptions within ticketing or tracking tools
- Perform initial triage and issue classification escalating complex cases to Cybersecurity or Level 2 support teams as needed
- Support campaign-based remediation efforts including follow-ups and completion status reporting
- Maintain standardized documentation and FAQs to improve consistency of the user experience
- Ensure all user interactions align with internal data protection and risk reduction objectives
- Provide strong customer service and technical troubleshooting support
- Troubleshoot software and hardware issues support post-go-live remediation efforts and conduct manned office hours for AD users
Required Qualifications:
- 0 3 years of experience in Help Desk IT support or customer-facing technical support
- Basic understanding of:
- Active Directory concepts (users groups access)
- File shares and permissions
- Strong communication skills with the ability to clearly explain technical issues to non-technical users
- Experience working with ticketing systems or case management tools
- Strong attention to detail and ability to track multiple user interactions
- Comfortable operating in a structured process-driven environment
- Highly responsive and organized
