Lawrence Livermore National Laboratory



Human Resources Help Desk Support Specialist

Location:  Livermore, CA
Category:  Technicians/IT
Organization:  Strategic Human Resources Mgmt
Posting Requirement:  External w/ US Citizenship
Job ID: 105599
Job Code: Appl Help Desk/Support Spec 1 (E03.1)
Date Posted: July 03 2019

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Join us and make YOUR mark on the World!

Come join Lawrence Livermore National Laboratory (LLNL) where we apply science and technology to make the world a safer place; now one of 2019 Best Places to Work by Glassdoor!

We have an opening for an HR 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.

Essential Duties
- Provide technical and functional customer support to the user community for Human Resource applications including the applicant tracking system (PeopleSoft TAM 9.2) and employee database (PeopleSoft HRMS 9.2).
- Respond to end user calls, emails, or trouble tickets; investigate and document issues solutions.  If solution is unknown, attempt to identify the source and practical solution.
- 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.

Qualifications
- Associate's degree in Human Resources or Information Technology or related field; or equivalent combination of education and related technical experience.
- Experience supporting HR applications by responding to user calls, emails, or trouble tickets.
- 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 excellent customer service and work effectively within a team.
- Attention to detail and 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.

Desired Qualifications
- Experience with PeopleSoft HRMS and TAM applications.
- Knowledge of LLNL personnel policies and procedures.
- Experience updating web content.

Pre-Employment Drug Test: External applicant(s) selected for this position will be required to pass a post-offer, pre-employment drug test.
 

Security Clearance:  This position requires a Department of Energy (DOE) L-level clearance.

If you are selected, 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.  L-level clearance requires U.S. citizenship.  If you hold multiple citizenships (U.S. and another country), you may be required to renounce your non-U.S. citizenship before a DOE L or Q clearance will be processed/granted.

Note:   This is an At Will appointment.  Lab employees and external candidates may be considered for this position.

About Us
Lawrence Livermore National Laboratory (LLNL), located in the San Francisco Bay Area (East Bay), is a premier applied science laboratory that is part of the National Nuclear Security Administration (NNSA) within the Department of Energy (DOE). LLNL's mission is strengthening national security by developing and applying cutting-edge science, technology, and engineering that respond with vision, quality, integrity, and technical excellence to scientific issues of national importance. The Laboratory has a current annual budget of about $1.8 billion, employing approximately 6,500 employees.
LLNL is an affirmative action/ equal opportunity employer. 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, protected veteran