Human Resources Help Desk Support Specialist

Lawrence Livermore National Laboratory
Livermore, CA 94550

We have an opening for a Human Resources Help Desk Support Specialist. You will provide first level customer support by solving problems and responding to help desk inquiries submitted by Human Resource application users, including applicants. You will also provide general support to HR information systems, including performing system testing and delivering user training. This position is in 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.

In this role you will

  • Respond to end user calls, emails, or trouble tickets in ServiceNow; investigate and document issues solutions. If solution is unknown, attempt to identify the source and practical solution.
  • Provide prompt technical and functional customer support to the user community for Human Resource applications including the applicant tracking system (SmartRecruiters) and employee database (PeopleSoft HRMS 9.2).
  • Maintain a positive, empathetic and professional attitude toward customers, escalating concerns when necessary and following up to ensure satisfactory resolution.
  • Develop and maintain end-user system training and documentation.
  • Train end-users on application functionality.
  • Develop test plans and test scripts; conduct testing for bug fixes, improvements and other 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.
  • Assist in monitoring and tracking help desk metrics (calls/problem resolutions and enhancement requests) and gather statistical data for management reviews.
  • Perform other duties as assigned.

Additional job responsibilities, at the E03.2 level

  • Provide advanced technical support to user community; analyze complex 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.
  • Maintain and ensure integrity of complex institutional data.

  • Ability to secure and maintain a U.S. DOE L-level security clearance which requires U.S. citizenship.
  • Associate's degree in Human Resources or Information Technology or related field; or equivalent combination of education and related technical experience.
  • General knowledge of and experience supporting HR applications by responding to user calls, emails, or trouble tickets.
  • Experience testing systems for bug fixes and enhancements with general 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 excellent customer service and work effectively within a team.
  • Attention to detail, accuracy and ability to handle multiple priorities and tasks at the same time.
  • Ability to use good judgment, tact and discretion in handling information of a sensitive and proprietary nature; ability to ensure confidentiality.

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 and SmartRecruiters.
  • Experience working in a strong customer service help desk environment.

Why Lawrence Livermore National Laboratory?

  • Included in 2022 Best Places to Work by Glassdoor
  • Work for a premier innovative national Laboratory
  • Comprehensive Benefits Package
  • Flexible schedules (*depending on project needs)
  • Collaborative, creative, inclusive, and fun team environment

Learn more about our company, selection process, position types and security clearances by visiting our Career site.

COVID-19 Vaccination Mandate

LLNL demonstrates its commitment to public safety by requiring that all new Laboratory employees be immunized against COVID-19 unless granted an accommodation under applicable state or federal law. This requirement will apply to all new hires including those who will be working on site, as well as those who will be teleworking.

Security Clearance

LLNL is a Department of Energy (DOE) and National Nuclear Security Administration (NNSA) Laboratory. Some positions will require a DOE L or Q clearance (please reference Security Clearance requirement above). If you are selected and a clearance is required, we will initiate a Federal background investigation to determine if you meet eligibility requirements for access to classified information or matter. In addition, all L or Q cleared employees are subject to random drug testing. An L or Q clearance requires U.S. citizenship. For additional information please see DOE Order 472.2.

Pre-Employment Drug Test

External applicant(s) selected for this position will be required to pass a post-offer, pre-employment drug test. This includes testing for use of marijuana as Federal Law applies to us as a Federal Contractor.

Pre-Placement Medical Exam

A job related pre-placement medical examination may be required.

Equal Employment Opportunity

LLNL is an affirmative action and equal opportunity employer that values and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, gender identity, disability, medical condition, pregnancy, protected veteran status, age, citizenship, or any other characteristic protected by applicable laws.

LLNS is committed to offering reasonable accommodations during the application and recruiting processes due to a disability. If you need assistance or an accommodation due to a disability, please submit a request via our online form.

California Privacy Notice

The California Consumer Privacy Act (CCPA) grants privacy rights to all California residents. The law also entitles job applicants, employees, and non-employee workers to be notified of what personal information LLNL collects and for what purpose. The Employee Privacy Notice can be accessed here.


Join us and make YOUR mark on the World!

Are you interested in joining some of the brightest talent in the world to strengthen the United States' security? Come join Lawrence Livermore National Laboratory (LLNL) where our employees apply their expertise to create solutions for BIG ideas that make our world a better place.

We are committed to a diverse and equitable workforce with an inclusive culture that values and celebrates the diversity of our people, talents, ideas, experiences, and perspectives. This is essential to innovation and creativity for continued success of the Laboratory's mission.

"},"jobDescription":{"title":"Job Description","text":"

We have an opening for a Human Resources Help Desk Support Specialist. You will provide first level customer support by solving problems and responding to help desk inquiries submitted by Human Resource application users, including applicants. You will also provide general support to HR information systems, including performing system testing and delivering user training. This position is in 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.

In this role you will

  • Respond to end user calls, emails, or trouble tickets in ServiceNow; investigate and document issues solutions. If solution is unknown, attempt to identify the source and practical solution.
  • Provide prompt technical and functional customer support to the user community for Human Resource applications including the applicant tracking system (SmartRecruiters) and employee database (PeopleSoft HRMS 9.2).
  • Maintain a positive, empathetic and professional attitude toward customers, escalating concerns when necessary and following up to ensure satisfactory resolution.
  • Develop and maintain end-user system training and documentation.
  • Train end-users on application functionality.
  • Develop test plans and test scripts; conduct testing for bug fixes, improvements and other 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.
  • Assist in monitoring and tracking help desk metrics (calls/problem resolutions and enhancement requests) and gather statistical data for management reviews.
  • Perform other duties as assigned.

Additional job responsibilities, at the E03.2 level

  • Provide advanced technical support to user community; analyze complex 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.
  • Maintain and ensure integrity of complex institutional data.
"},"qualifications":{"title":"Qualifications","text":"
  • Ability to secure and maintain a U.S. DOE L-level security clearance which requires U.S. citizenship.
  • Associate's degree in Human Resources or Information Technology or related field; or equivalent combination of education and related technical experience.
  • General knowledge of and experience supporting HR applications by responding to user calls, emails, or trouble tickets.
  • Experience testing systems for bug fixes and enhancements with general 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 excellent customer service and work effectively within a team.
  • Attention to detail, accuracy and ability to handle multiple priorities and tasks at the same time.
  • Ability to use good judgment, tact and discretion in handling information of a sensitive and proprietary nature; ability to ensure confidentiality.

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 and SmartRecruiters.
  • Experience working in a strong customer service help desk environment.

Categories

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Human Resources Help Desk Support Specialist

Lawrence Livermore National Laboratory
Livermore, CA 94550

Join us to start saving your Favorite Jobs!

Sign In Create Account