Help Desk / User Outreach Analyst

Charlotte, NC — Hybrid


Contract to Hire


W2 Only


3–5 Years Experience


We are seeking a Help Desk / User Outreach Analyst to support enterprise-wide data cleanup initiatives. This role serves as the primary front line for user engagement, fielding inquiries and guiding users through remediation activities related to Information Protection findings — including Ghost Drive access cleanups, sensitive data exposure (e.G., passwords in plain text), and remediation of files across OneDrive, network drives, and Microsoft-supported product links. The role bridges technical data protection efforts with business users, ensuring remediation actions are understood, executed, and tracked efficiently, in close collaboration with Cybersecurity, IT support, and business stakeholders.


? Critical Requirements

• W2 only — no C2C or 1099
• 3–5 years of experience in Help Desk, IT support, or customer-facing technical support

Responsibilities

• Serve as Tier 1 intake and support for user inquiries related to Varonis-driven remediation efforts
• Conduct targeted user outreach (email, Teams, calls) to impacted users to drive remediation actions
• Clearly explain remediation requirements to non-technical users, including removal of inappropriate access (Ghost Drives) and 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 and FAQs to ensure a consistent user experience
• Ensure all interactions align with internal data protection and risk reduction objectives
• Troubleshoot software and hardware issues, support post-go-live remediation, and conduct manned office hours for Active Directory users

Required Qualifications


Active Directory — Users, Groups & Access


File Shares & Permissions


Ticketing & Case Management Tools


Varonis (Remediation Support)


OneDrive & Network Drive Management


Microsoft 365 (Teams, SharePoint)


User Outreach & Communication


Data Protection & Risk Reduction

• Basic understanding of Active Directory concepts including users, groups, and access controls
• Familiarity with file share permissions and data exposure scenarios
• Strong communication skills — ability to clearly explain technical issues to non-technical users
• Experience working with ticketing systems or case management tools
• Strong attention to detail with the ability to track multiple concurrent user interactions
• Comfortable operating in a structured, process-driven environment
• Highly responsive, organized, and results-oriented