HCM Support Specialist – Frontline IT & HR Systems

ASPIRE HR LLC; Dallas (TX); On-site; USD 45,000 - 58,000; Full time

Job summary

AspireHR, a woman-owned US-based SAP HR and SAP SuccessFactors partner, is seeking a Service Desk Technician in the Dallas area to support clients and employees.

You will handle front-line IT and HR inquiries, troubleshoot HCM systems, engage with a global client base, and work with a talented AMS & BPO team to deliver excellent service. This role requires office presence in Dallas and strong customer focus.

Qualifications

• Customer service experience with demonstrated ability to resolve issues and create a positive interaction.
• Ability to execute assignments and demonstrate value-added contributions.
• Understand and familiar with general IT, HR and business process terminology.
• Demonstrated ability to troubleshoot independently with logic and intellect.
• Experience with Human Resources and Payroll related roles and support preferred.
• Prior experience working with SAP SuccessFactors or ERP/HCM Cloud software preferred.
• Prior experience working on an ITSM tools supported team preferred.
• Proficient with Office365 and Teams.

Responsibilities

• Your day-to-day activities will include support of AspireHR clients, employees, and contractors.
• Handle incoming phone and email customer support requests.
• Troubleshoot HCM and related IT and HR systems including Time and Attendance, Onboarding, Payroll, Policy Assistance.
• Provide comprehensive solutions with exceptional customer service and client engagement.
• Assist in onboarding of client new hires through system navigation and policy questions.
• Ensure efficient coordination, prioritization and resolution of support requests in compliance with SLAs.
• Proactively communicates support status to client.
• Escalate or engage additional resources to resolve support requests as needed.
• Document all client interactions and troubleshooting measures in the ITSM tool of record.
• Assist in the development and documentation of support solutions for input into our knowledge management system.

Skills

Customer service

IT knowledge

HR/payroll familiarity

SAP SuccessFactors

ITSM tools

Office365/Teams

Analytical

Problem solving

Education

Associates or Bachelor's degree in IT related field

Tools

SAP SuccessFactors

ITSM tools

AWS

Office365

Teams

Job description

AspireHR, a woman-owned US-based SAP HR and SAP SuccessFactors partner, is seeking a Service Desk Technician in the Dallas area to support clients and employees.

You will handle front-line IT and HR inquiries, troubleshoot HCM systems, engage with a global client base, and work with a talented AMS & BPO team to deliver excellent service. This role requires office presence in Dallas and strong customer focus.