Human Resources Help Desk Support Specialist at LLNL

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 functionalityParticipates 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 PeopleSoftExperience 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 DesireExperience 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-HybridPosition InformationThis is a Career Indefinite position open to Lab employees and external candidates.Why Lawrence Livermore National LaboratoryIncluded in 2025 Best Places to Work by Glassdoor!Flexible Benefits Package401(k)Relocation AssistanceEducation Reimbursement ProgramFlexible schedules (*depending on project needs)Our values - visit  ClearanceThis position requires either no security clearance or a Department of Energy (DOE) L-level or Q-level clearance depending on the particular assignment.  If you are selected and a security clearance is required we will initiate a Federal background investigation to determine if you meet eligibility requirements for access to classified information or matter. Also all L or Q cleared employees are subject to random drug testing.  L and Q-level clearances require U.S. citizenship.  If no security clearance is required but your assignment is longer than 179 days cumulatively within a calendar year you must go through the Personal Identity Verification process.  This process includes completing an online background investigation form and receiving approval of the background check.  (This process does not apply to foreign nationals.) National Defense Authorization Act (NDAA)The 2025 National Defense Authorization Act (NDAA) Section 3112 generally prohibits citizens of China Russia Iran and North Korea without dual US citizenship or legal permanent residence from accessing specific non-public areas of national security or nuclear weapons facilities.  The restrictions of NDAA Section 3112 apply to this position.  To be qualified for this position Candidates must be eligible to access the Laboratory in compliance with Section 3112.Pre-Employment Drug TestExternal applicant(s) selected for this position must 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.Wireless and Medical DevicesPer the Department of Energy (DOE) Lawrence Livermore National Laboratory must meet certain restrictions with the use and/or possession of mobile devices in Limited Areas. Depending on your job duties you may be required to work in a Limited Area where you are not permitted to have a personal and/or laboratory mobile device in your possession.  This includes but not limited to cell phones tablets fitness devices wireless headphones and other Bluetooth/wireless enabled devices.  If you use a medical device which pairs with a mobile device you must still follow the rules concerning the mobile device in individual sections within Limited Areas.  Sensitive Compartmented Information Facilities require separate approval. Hearing aids without wireless capabilities or wireless that has been disabled are allowed in Limited Areas Secure Space and Transit/Buffer Space within buildings.How to identify fake job advertisementsPlease be aware of recruitment scams where people or entities are misusing the name of Lawrence Livermore National Laboratory (LLNL) to post fake job advertisements. LLNL never extends an offer without a personal interview and will never charge a fee for joining our company. All current job openings are displayed on the Career Page under Find Your Job of our website. If you have encountered a job posting or have been approached with a job offer that you suspect may be fraudulent we strongly recommend you do not respond.To learn more about recruitment scams:  Employment OpportunityWe are an equal opportunity employer that is committed to providing all with a work environment free of discrimination and harassment. 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.Reasonable AccommodationOur goal is to create an accessible and inclusive experience for all candidates applying and interviewing at the Laboratory.  If you need a reasonable accommodation during the application or the recruiting process please use our online form to submit a request. California Privacy NoticeThe 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.Remote Work : YesEmployment Type : Full-time Key Skills user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support Experience: years Vacancy: 1