Hybrid Help Desk & Data-Protection Outreach Analyst

Axiom Path, Inc.; Charlotte (NC); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Axiom Path, Inc. in Charlotte, NC is seeking an experienced Help Desk / User Support specialist to join a security-focused remediation program.

You will be the first point of contact for users, guiding them through data cleanup and access remediation actions while collaborating with cybersecurity, IT, and business teams. The role emphasizes clear communication with non-technical users, efficient ticketing, and documenting repeatable procedures to reduce risk and improve data protection across

Qualifications

• 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.
• 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.

Skills

Help desk experience

Customer service

Active Directory basics

Ticketing systems

Communication skills

Organizational skills

Troubleshooting

Tools

OneDrive

Network drives

Job description

Axiom Path, Inc. in Charlotte, NC is seeking an experienced Help Desk / User Support specialist to join a security-focused remediation program.

You will be the first point of contact for users, guiding them through data cleanup and access remediation actions while collaborating with cybersecurity, IT, and business teams. The role emphasizes clear communication with non-technical users, efficient ticketing, and documenting repeatable procedures to reduce risk and improve data protection across