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Help Desk/ User Outreach Analyst (Hybrid Role) - Charlotte, NC 28202

Amicis Global

Charlotte, NC

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JOB DETAILS
SALARY
$35–$38
SKILLS
Analysis Skills, Campaigns, Case Management, Communication Skills, Customer Escalations, Customer Relations, Customer Response, Customer Support/Service, Data Cleaning, Detail Oriented, Documentation Standards, Enterprise Protection, Frequently Asked Questions (FAQ), Hardware Administration, Help Desk, Identify Issues, Information/Data Security (InfoSec), Internet Security, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Phone, Norton Ghost, Organizational Skills, Patient Assessment, Problem Solving Skills, Product Support, Risk Management, Software Administration, Systems Administration/Management, Technical Support, User Interface/Experience (UI/UX)
LOCATION
Charlotte, NC
POSTED
1 day ago
Job Title: Help Desk/ User Outreach Analyst - (Enterprise Information Protection Remediation Support) - (Hybrid Role)
Job Location: 500 East Morehead St 5th floor Charlotte, NC 28202
Job Duration: 6-month contract
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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 point of contact for user engagement, fielding inquiries and guiding users through remediation activities related to Enterprise Information Protection (EIP) system findings.
  • These findings include Ghost Drive access cleanups, sensitive data exposure (such as passwords in plain text), deletion of files from OneDrive and network drives, and remediation of Microsoft-supported product links.
  • This position supports the Cybersecurity EIP program and 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.
  • The analyst will work closely with Cybersecurity, IT support teams, and business stakeholders to reduce exposure risk and improve data hygiene across Active Directory integrated environments.

Roles & Responsibilities:
  • Serve as Tier 1 intake and support for user inquiries related to Varonis-driven remediation efforts
  • Conduct targeted user outreach via email, Microsoft Teams, and phone calls to drive remediation actions
Clearly explain remediation requirements, including:
  • Removal of inappropriate access (Ghost Drives)
  • Eliminate sensitive data such as passwords in plain text
  • Track and document user responses, remediation actions, and exceptions within ticketing or tracking tools
  • Perform initial triage and issue classification, escalating complex cases to Cybersecurity or Level 2 support teams as needed
  • Support campaign-based remediation efforts, including follow-ups and completion status reporting
  • Maintain standardized documentation and FAQs to improve consistency of the user experience
  • Ensure all user interactions align with internal data protection and risk reduction objectives
  • Provide strong customer service and technical troubleshooting support
  • Troubleshoot software and hardware issues, support post-go-live remediation efforts, and conduct manned office hours for AD users

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

About the Company

A

Amicis Global

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