Help Desk / User Outreach Analyst

We are seeking a junior Help Desk / User Outreach Analyst to support enterprise-wide data cleanup initiatives within SMBC AD. 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 (e.g., Ghost Drive access cleanups, sensitive data exposure such as passwords in plain text, how to delete files from OneDrive, Network drives, how to share/remediate MS supported product links).

This position supports the Cybersecurity EIP program and the Varonis remediation efforts by acting as the initial point of contact for end users impacted by cleanup activities. The role bridges technical data protection efforts with business users, ensuring remediation actions are understood, executed, and tracked efficiently. You will work closely with Cybersecurity, IT support teams, and business stakeholders to reduce exposure risk and improve data hygiene across Active Directory–integrated environments.

Responsibilities:
1) Serve as Tier 1 intake and support for user inquiries related to Varonis-driven remediation efforts
2) Conduct targeted user outreach to impacted users (emails, Teams, calls) to drive remediation actions
3) Explain remediation requirements clearly (e.g., Removal of inappropriate access (Ghost Drives, Elimination of sensitive data such as passwords in plain text)
4) Track and document user responses, actions, and exceptions in ticketing or tracking tools
5) Perform initial triage and issue classification, escalating complex cases to Cybersecurity or L2 teams as needed
6) Support campaign-based remediation efforts, including follow-ups and reporting on completion status
7) Maintain standardized documentation / FAQs to improve consistency of user experience
8) Ensure all interactions align with internal data protection and risk reduction objectives
9) Strong customer service and technical troubleshooting skills.
10) Troubleshoot software/hardware issues, support post go-live remediation efforts, conduct manned office hours for AD users.

Required Qualifications:
1) 0–3 years of experience in Help Desk, IT support, or customer-facing technical support
Basic understanding of:
2) Active Directory concepts (users, groups, access), File shares / permissions
3) Strong communication skills (ability to clearly explain technical issues to non-technical users)
4) Experience working with ticketing systems or case management tools
5) Strong attention to detail and ability to track multiple user interactions
6) Comfortable operating in a structured, process-driven environment
7) Highly responsive and organized