Human Resources Help Desk Support Specialist

We have an opening for a Human Resources Help Desk Support Specialist . You will provide first level customer support by responding to help desk inquiries submitted by Human Resource application users including external applicants. You will provide technical and functional assistance for HR information systems conduct system testing and facilitate end user training sessions. This role is part of the Human Resources Service Operations Group.

This position will be filled at either level based on knowledge and related experience as assessed by the hiring team. Additional job responsibilities (outlined below) will be assigned if hired at the higher level.

You will 

• Respond to end user inquiries received via phone email or ServiceNow tickets; investigate and document solution to issues. If the solution is not immediately apparent perform initial troubleshooting and diagnosis and collaborate with IT staff or Business Analysts as needed.
• Provide first-level technical and functional customer support to the user community for Human Resource applications including the applicant tracking system (SmartRecruiters) and employee databases.
• Provide the highest level of customer service to users by maintaining a positive empathetic and professional attitude and following up with users to ensure satisfactory resolution.
• Provide strong partnership to HR Payroll and IT teammates to develop and adapt help desk strategies and processes to ensure seamless integration of services and support.
• Develop maintain and work to improve end-user system training and documentation.
• Train end-users on application functionality
• Participates in system testing using test scripts to validate bug fixes replicate issues system enhancements and system upgrades.
• Work with users and team members to analyze business processes and recommend system improvements.
• Make recommendations regarding help desk administrative policies systems procedures and programs.
• Monitor and report monthly help desk metrics including call volumes problem resolutions and enhancement requests; collect statistical data for management review.
• Perform other duties as assigned.

Additional job responsibilities at the E03.2 level

• Provide advanced technical support to user community; analyze issues and take action to resolve.
• Plan and lead cross-functional projects and provide business analysis and consultative support for system enhancements upgrades and implementation of new modules.
• Write and conduct test plans and cases for system implementations upgrades or enhancements.
• Troubleshoot resolve and document complex issues.

Qualifications :

• Associates degree in Human Resources or Information Technology or related field; or equivalent combination of education and related technical experience.
• Basic knowledge with cloud-based HR Technology such as Oracle HCM Cloud and PeopleSoft
• Experience supporting HR applications by responding to user calls emails or trouble tickets.
• Demonstrated ability to solve problems exercise independent judgment make decisions work independently and determine priorities.
• Experience testing systems for bug fixes and enhancements with demonstrated strong knowledge and analytical skills necessary to resolve end-user technical issues.
• Experience writing end-user training documentation (e.g. reference manuals and/or presentations) and training users.
• Experience interpreting and implementing application/administrative policies and procedures to process personnel transactions and ability to understand the impact of such transactions.
• Ability to establish and maintain effective work relationships to provide above-and-beyond customer service and work effectively within a team.
• Attention to detail accuracy and ability to handle multiple priorities and tasks at the same time.
• Demonstrated ability to handle sensitive and proprietary information with discretion ensuring strict confidentiality at all times.
• Ability to quickly learn new systems processes and technologies.

Additional qualifications at the E03.2 level

• Broad knowledge and strong understanding of HR application tools and technologies.
• Ability to maintain system integrity and perform quality assurance procedures.
• Experience using report generation tools to retrieve data electronically.

Qualifications We Desire

• Experience with PeopleSoft HRMS Oracle HCM Cloud and SmartRecruiters.
• Experience working in a fast-paced strong customer service help desk environment.
• Exceptional verbal and written communication skills with the ability to clearly explain technical concepts to diverse users and effectively de-escalate challenging situations.
• Outstanding customer service skills that demonstrate responsiveness to customer needs and requests a commitment to excellence and ability to maintain effective working relationships.

Additional Information :

#LI-Hybrid

Position Information

This is a Career Indefinite position open to Lab employees and external candidates.

Why Lawrence Livermore National Laboratory

• Included in 2025 Best Places to Work by Glassdoor!
• Flexible Benefits Package
• 401(k)
• Relocation Assistance
• Education Reimbursement Program
• Flexible schedules (*depending on project needs)
• Our values - visit Clearance

  This position requires either no security clearance or a Department of Energy (DOE) L-level or Q-level clearance depending on the particular assignment.

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  Remote Work :

  Yes

  Employment Type :

  Full-time