HCM Support Analyst: Frontline IT & HR Solutions

AspireHR; Dallas (TX); On-site; USD 52,000 - 72,000; Full time

Job summary

AspireHR in Dallas, TX is expanding its AMS & BPO team to support clients and their employees with frontline help on HCM cloud technologies. The Service Desk Technician will work from the office in Dallas, collaborating with experienced IT and HR professionals worldwide.

You\'ll handle support requests, troubleshoot Time & Attendance, Onboarding, Payroll, and Policy questions, delivering excellent customer service and ensuring SLA-aligned resolutions.

Qualifications

• Experience in customer service or help desk is preferred.
• Strong communication and problem-solving skills.
• Ability to work with IT and HR systems.

Responsibilities

• Handle incoming phone and email customer support requests
• Troubleshoot HCM and related IT and HR systems (Time and Attendance, Onboarding, Payroll, Policy guidance)
• Provide comprehensive solutions with exceptional customer service and client engagement
• Assist onboarding of client new hires via system navigation and policy questions
• Ensure efficient coordination and resolution of support requests in line with SLAs
• Proactively communicate support status to clients
• Escalate or engage additional resources to resolve requests
• Collaborate with a team of IT and HR professionals
• Serve as frontline representative for the IT service desk
• Document client interactions and troubleshooting steps in the ITSM tool
• Contribute to development and documentation of support solutions for knowledge base

Job description

AspireHR in Dallas, TX is expanding its AMS & BPO team to support clients and their employees with frontline help on HCM cloud technologies. The Service Desk Technician will work from the office in Dallas, collaborating with experienced IT and HR professionals worldwide.

You\'ll handle support requests, troubleshoot Time & Attendance, Onboarding, Payroll, and Policy questions, delivering excellent customer service and ensuring SLA-aligned resolutions.