HR Helpdesk Specialist — Hybrid (Temporary)

American University; United States; Hybrid; USD 34,000 - 49,000; Full time

Job summary

American University is seeking a HR Customer Support Specialist to serve as the primary contact for the Human Resources Department, delivering high-touch support across channels. The role manages inquiries, routes ServiceNow tickets for new hires, payroll, benefits, and HR policy, and provides in-person assistance for walk-ins.

The position also ensures efficient HR office operations, including I-9 verifications, office logistics, and supervision of front desk student staff; requires strong

Qualifications

• Requires strong customer service and communication skills.
• Experience using Workday and ServiceNow is preferred.
• High school diploma required; bachelor’s degree preferred for some candidates.

Responsibilities

• Triage and gather information from inquiries using ServiceNow.
• Create and manage service tickets; resolve routine issues.
• Use Workday to look up information related to inquiries and verifications.
• Provide first-call resolution and escalate complex issues as needed.
• Greet visitors, answer phones, and assist at HR front desk.
• Oversee I-9 verifications and employment verification; supervise front desk staff.

Skills

Customer service

Communication

Telephone etiquette

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Workday

ServiceNow

Job description

American University is seeking a HR Customer Support Specialist to serve as the primary contact for the Human Resources Department, delivering high-touch support across channels. The role manages inquiries, routes ServiceNow tickets for new hires, payroll, benefits, and HR policy, and provides in-person assistance for walk-ins.

The position also ensures efficient HR office operations, including I-9 verifications, office logistics, and supervision of front desk student staff; requires strong