Human Resources Help Desk Support Specialist

Lawrence Livermore National Laboratory • Full-time • Livermore, CA, US • $77.61k - $113.99k / year • 2d ago

Company Description

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 dedicated to fostering a culture that values individuals, talents, partnerships, ideas, experiences, and different perspectives, recognizing their importance to the continued success of the Laboratory’s mission.

Pay Range

$77,610 - $95,052 Yearly at the E03.1 level

$93,090 - $113,988 Yearly at the E03.2 level

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting; pay will not be below any applicable local minimum wage. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs.

Job Description

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

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.

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

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 https://www.llnl.gov/inclusion/our-values

Security 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.

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 Test

External 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 Devices

Per 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 Advertisements

Please 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: https://www.llnl.gov/sites/www/files/2023-05/LLNL-Job-Fraud-Statement-Updated-4.26.23.pdf

Equal Employment Opportunity

We 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 Accommodation

Our 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 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.

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