Help Desk Analyst

Technology SupportJob Type: Contract Duration: 6 Months Location: Charlotte, NC 28202 Hybrid Role - 2-3 days Onsite/ WeekHelp Desk / User Outreach Analyst (Enterprise Information Protection Remediation Support)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 front line for user engagement, fielding inquiries and guiding users through remediation activities related to Enterprise Information Protection (EIP) system findings (e.g., Ghost Drive access cleanups, sensitive data exposure such as passwords in plain text, how to delete files from OneDrive, Network drives, how to share/remediate MS supported product links). This position supports the Cybersecurity EIP program and the 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. You will work closely with Cybersecurity, IT support teams, and business stakeholders to reduce exposure risk and improve data hygiene across Active Directory–integrated environments.Responsibilities:Serve as Tier 1 intake and support for user inquiries related to Varonis-driven remediation effortsConduct targeted user outreach to impacted users (emails, Teams, calls) to drive remediation actionsExplain 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 toolsPerform initial triage and issue classification, escalating complex cases to Cybersecurity or L2 teams as neededSupport campaign-based remediation efforts, including follow-ups and reporting on completion statusMaintain standardized documentation / FAQs to improve consistency of user experienceEnsure all interactions align with internal data protection and risk reduction objectivesStrong customer service and technical troubleshooting skillsTroubleshoot software/hardware issues, support post go-live remediation efforts, conduct manned office hours for AD usersRequired Qualifications:0–3 years of experience in Help Desk, IT support, or customer-facing technical supportBasic understanding of Active Directory concepts (users, groups, access), File shares / permissionsStrong communication skills (ability to clearly explain technical issues to non-technical users)Experience working with ticketing systems or case management toolsStrong attention to detail and ability to track multiple user interactionsComfortable operating in a structured, process-driven environmentHighly responsive and organized