Help Desk / User Outreach Analyst

A financial services firm in Charlotte, North Carolina is seeking a junior Help Desk / User Outreach Analyst to support enterprise-wide data cleanup initiatives.

***This is a Hybrid opportunity requiring the qualified professional to work onsite at least 3 days a week.***


Responsibilities:

• Serve as Tier 1 intake and support for user inquiries related to Varonis-driven remediation efforts
• Conduct targeted user outreach to impacted users (emails, Teams, calls) to drive remediation actions
• Explain remediation requirements clearly (e.g., Removal of inappropriate access (Ghost Drives, Elimination of sensitive data such as passwords in plain text)
• Track and document user responses, actions, and exceptions in ticketing or tracking tools
• Perform initial triage and issue classification, escalating complex cases to Cybersecurity or L2 teams as needed
• Support campaign-based remediation efforts, including follow-ups and reporting on completion status
• Maintain standardized documentation / FAQs to improve consistency of user experience
• Ensure all interactions align with internal data protection and risk reduction objectives
• Troubleshoot software/hardware issues, support post go-live remediation efforts, conduct manned office hours for AD users

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 / permissions
• Experience working with ticketing systems or case management tools
• Strong communication skills (ability to clearly explain technical issues to non-technical users)
• Strong attention to detail and ability to track multiple user interactions
• Comfortable operating in a structured, process-driven environment
• Highly responsive and organized