User Outreach & Help Desk Analyst: Data Remediation

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

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.