Human Resources Help Desk Support Specialist

Human Resources Help Desk Support Specialist

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.

• 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 :

Qualifications

Additional qualifications at the E03.2 level :

Qualifications We Desire :

Position Information

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

Why Lawrence Livermore National Laboratory?

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.

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