HR Helpdesk Associate — Confidential Case Management

Creative Solutions Services, LLC; Landover (MD); Hybrid; USD 25,000 - 36,000; Full time

Job summary

US Tech Solutions is seeking an HR Associate to act as the first point of contact for associate HR inquiries, maintaining confidentiality and documenting interactions in the case management system. The role includes routing complex issues to SMEs and supporting continuous improvement efforts.

The position requires 2–3 years' office experience with customer service, HR/payroll knowledge, and strong MS Office skills. A hybrid schedule offers weekdays with optional remote Fridays.

Qualifications

• Experience in delivery of customer service.
• Experience in HR and payroll processes and procedures.
• Experience in a customer service call center preferably.
• Intermediate MS Office skills.
• Excellent listening and telephone skills.
• Ability to ask relevant questions, clarify incomplete information and summarize key points.
• Good data entry skills with a high attention to detail to provide accurate information.

Responsibilities

• Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members and outside agencies or vendors
• Reference company policies and procedures and access systems to ensure accuracy of response and to offer all available information to assist with the highest level of customer service
• Recognize when escalation to a subject matter expert or to the Supervisor is necessary
• Record the details of each call or self-ticket. Maintain confidentiality of all information.
• Perform HR transactions in the HR system, and other applications as appropriate, within scheduled timeframes and with a high degree of accuracy and strict adherence to written procedures
• Utilize the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives
• Participate in ongoing training to improve expertise, customer service skills and productivity

Skills

Customer service

HR processes

Payroll procedures

MS Office

Active listening

Telephone skills

Education

High school diploma

Tools

MS Office suite

Job description

US Tech Solutions is seeking an HR Associate to act as the first point of contact for associate HR inquiries, maintaining confidentiality and documenting interactions in the case management system. The role includes routing complex issues to SMEs and supporting continuous improvement efforts.

The position requires 2–3 years' office experience with customer service, HR/payroll knowledge, and strong MS Office skills. A hybrid schedule offers weekdays with optional remote Fridays.