Help Desk & User Outreach Analyst Data Protection Remediation Support x2

Axiom Path • Charlotte, NC

3d • Hybrid

About The Position

Join a structured, security-focused technology environment supporting enterprise data protection and information risk reduction initiatives. This team plays a key role in improving data hygiene, reducing unnecessary access exposure, and helping business users understand and complete remediation actions tied to sensitive information and access control findings. The work is highly collaborative, partnering across cybersecurity, IT support, and business groups to ensure remediation efforts are communicated clearly, tracked accurately, and completed efficiently. This is a hybrid opportunity based in Charlotte, NC, supporting a cybersecurity remediation program in a process-driven enterprise environment. The role offers exposure to cybersecurity operations, Active Directory connected environments, access cleanup campaigns, user outreach, and enterprise support workflows.

Requirements

• 0-3 years of experience in help desk, IT support, technical support, or customer-facing technology support.
• Basic understanding of Active Directory concepts, including users, groups, access, and permissions.
• Familiarity with file shares, network drives, OneDrive, and user access concepts.
• Experience using ticketing systems, case management tools, or structured tracking processes.
• Strong customer service mindset with the ability to explain technical issues to non-technical users.
• Excellent written and verbal communication skills, especially for outreach, follow-up, and issue clarification.
• Strong attention to detail and ability to manage multiple user interactions at the same time.
• Organized, responsive, and comfortable working in a structured, process-driven environment.
• Ability to troubleshoot basic software, hardware, and user-access issues.

Nice To Haves

• Exposure to cybersecurity, data protection, Varonis, or remediation campaigns is helpful but not required.

Responsibilities

• Serve as the first point of contact for users impacted by data cleanup and access remediation campaigns.
• Support remediation efforts tied to enterprise information protection findings, including inappropriate access, exposed sensitive data, and user-owned file cleanup.
• Communicate clearly with non-technical users through email, Teams, calls, and office-hours support.
• Track user responses, remediation progress, exceptions, and escalations through ticketing or tracking tools.
• Triage incoming questions and determine when issues should be escalated to cybersecurity or L2 support teams.
• Help maintain FAQs, user-facing guidance, and repeatable documentation to ensure a consistent support experience.
• Assist with post-go-live support, troubleshooting, and structured follow-up activities across affected user groups.
• Contribute to risk reduction by helping users understand and complete required remediation steps.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed