Technology Support

SMBC•Charlotte, NC

3d•Hybrid

About The Position

Genesis10 is currently seeking Technology Support for a hybrid position with a Global Financial Institution located in Charlotte, NC. This is a 6+ month contract opportunity. We are seeking a junior Help Desk / User Outreach Analyst to support enterprise-wide data cleanup initiatives within the client's Active Directory. 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. This position supports the Cybersecurity EIP program and acts as the initial point of contact for end users impacted by cleanup activities, bridging technical data protection efforts with business users to reduce exposure risk and improve data hygiene.

Requirements

0–3 years of experience in Help Desk, IT support, or customer-facing technical support
Basic understanding of Active Directory concepts (users, groups, access), and file shares/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

Nice To Haves

Strong customer service and technical troubleshooting skills

Responsibilities

Serve as Tier 1 intake and support for user inquiries related to remediation efforts
Conduct targeted user outreach to impacted users (emails, Teams, calls) to drive remediation actions
Explain remediation requirements clearly, such as removal of inappropriate access and elimination of sensitive data
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 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, and conduct manned office hours for AD users

Benefits

Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF, and Illinois)