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