Help Desk / User Outreach Analyst

Sharp Decisions; Charlotte (NC); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Sharp Decisions is seeking a Help Desk / User Outreach Analyst in Charlotte, NC for hybrid, contract-to-hire engagement. The role focuses on frontline user engagement and remediation of Information Protection findings across OneDrive, AD, and Microsoft 365 environments.

You will coordinate with Cybersecurity, IT support, and business stakeholders to guide users through remediation steps, track actions, and maintain clear documentation of activities.

Qualifications

• 3–5 years of help desk or customer-facing IT support.
• Familiarity with data protection remediation and access controls.
• Strong communication skills to explain remediation steps to non-technical users.
• Experience with Active Directory, OneDrive and Microsoft 365.
• Proven ability to work in a structured, process-driven environment.

Responsibilities

• Serve as Tier 1 intake and support for user inquiries related to remediation efforts.
• Conduct targeted user outreach via email, Teams, and calls to drive remediation actions.
• Explain remediation requirements to non-technical users, including removal of inappropriate access and sensitive data.
• Track and document user responses, actions, and exceptions in ticketing 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.

Skills

Customer-facing communication

Help Desk

IT support

Tools

Active Directory

OneDrive

Microsoft 365

Ticketing systems

Job description

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

OneDrive & Network Drive Management

Microsoft 365 (Teams, SharePoint)

• 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