Technology Support Analyst

Help Desk / User Outreach Analyst (Enterprise Information Protection Remediation Support)

Location: Charlotte, NC 28202 (100% Onsite)

Pay Rate: $25.00 – $35.00 / hr W2 (Depending on experience)

Duration: 6 Months + (Potential for extension)

Employment Type: Direct W2 Only (Strictly No Corp-to-Corp / C2C, 1099, Third-Party Agencies, or W2 Referrals)

Position Overview

We are seeking a proactive, customer-focused Help Desk / User Outreach Analyst to support enterprise-wide data cleanup and security initiatives for a premier financial institution in Charlotte, NC (28202). In this role, you will serve as the primary front line for end-user engagement, fielding inquiries and guiding employees through remediation activities related to Enterprise Information Protection (EIP) and data exposure findings.

This position bridges technical data protection efforts with business users—helping employees understand and execute cleanup actions (such as removing inappropriate access, eliminating sensitive data stored in plain text, and properly managing files on OneDrive/Network drives). You will work closely with Cybersecurity, IT support teams, and business stakeholders to reduce exposure risk and improve overall data hygiene across Active Directory-integrated environments.

Key Responsibilities

• Tier 1 Intake & User Engagement: Serve as the first point of contact for end-user inquiries stemming from automated data remediation alerts and cleanup campaigns.
• Targeted Outreach & Guidance: Conduct direct user outreach (via Email, MS Teams, and calls) to guide employees through required remediation actions (e.g., deleting plain-text sensitive files, resolving Ghost Drive access, properly sharing MS product links).
• Tracking & Documentation: Log and document user responses, completion actions, and exceptions in ticketing systems or tracking tools. Maintain standardized FAQs and user documentation.
• Triage & Escalation: Perform initial issue classification and troubleshooting; escalate complex technical or security cases to L2 teams or Cybersecurity specialists as needed.
• Campaign Support & Office Hours: Support campaign-based remediation follow-ups, report on completion statuses, and conduct manned office hours for Active Directory end users.
• End-User Troubleshooting: Provide general technical support for software/hardware issues related to post-go-live remediation workflows.

Position Requirements

• Experience: 0–3 years of experience in Help Desk, IT Support, Desktop Support, or customer-facing technical support.
• Technical Fundamentals: Basic understanding of Active Directory concepts (users, groups, permissions), file shares, and cloud storage (OneDrive/SharePoint).
• Communication Skills: Exceptional verbal and written communication skills with the ability to explain technical security requirements to non-technical business users in a clear, patient manner.
• Service & Tracking Tools: Experience working with ticketing systems, case management platforms, or Excel-based tracking logs.
• Attributes: High attention to detail, strong organization, responsiveness, and comfort working in a structured, process-driven corporate environment.
• Onsite Presence: Ability to work 100% onsite in Charlotte, NC (28202).

Eligibility Note

• Direct W2 Applicants Only. We cannot accept 1099, Corp-to-Corp (C2C), third-party agency submissions, or W2 referrals for this position.

Upon completion of waiting period consultants are eligible for:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account
• Health Flexible Spending Account
• Dependent Care Flexible Spending Account
• Supplemental Life Insurance
• Short Term and Long Term Disability Insurance
• Business Travel Insurance
• 401(k), Plus Match
• Weekly Pay

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!