Lawrence Livermore National Laboratory

Human Resources Help Desk Support Specialist

Lawrence Livermore National Laboratory

full-time

Posted on:

Location Type: Remote

Location: Remote • California • 🇺🇸 United States

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Salary

💰 $77,610 - $113,988 per year

Job Level

Mid-LevelSenior

Tech Stack

CloudOracleServiceNow

About the role

  • Provide first level customer support by responding to help desk inquiries submitted by Human Resource application users, including external applicants.
  • Provide technical and functional assistance for HR information systems, conduct system testing, and facilitate training sessions.
  • 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 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.
  • 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.

Requirements

  • Associate's 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.
Benefits
  • Health insurance
  • 401(k)
  • Relocation Assistance
  • Education Reimbursement Program
  • Flexible schedules (*depending on project needs)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
HR information systemssystem testingtroubleshootinganalytical skillsend-user training documentationbug fixesenhancementsproblem resolutioncloud-based HR TechnologyOracle HCM Cloud
Soft skills
problem solvingindependent judgmentdecision makingattention to detailcustomer serviceteam collaborationeffective communicationdiscretiontime managementadaptability
Certifications
Associate's degree in Human ResourcesAssociate's degree in Information Technology