Service Desk Technician

AspireHR; Dallas (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

AspireHR is expanding its Service Desk in Dallas to provide front line support for clients worldwide. The role supports HCM cloud technologies and collaborates with experienced technology and HR professionals across the AMS & BPO team.

The Service Desk Technician will handle customer inquiries, troubleshoot HR and IT systems, and help ensure high-quality client engagements within defined SLAs. Dallas-based on-site role with opportunity to grow expertise in HCXM solutions.

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 a support team with ITSM tools preferred.
• Proficient with Office365 and Teams.
• Prior experience working on IT and/or business application support teams.
• ITIL foundations, SAP, AWS experience or related certifications desired.
• Analytical with a passion to research and identify solutions.

Responsibilities

• Handle incoming phone and email customer support requests.
• Troubleshoot HCM and related IT and HR systems (Time & Attendance, Onboarding, Payroll, Policy Assistance).
• Provide comprehensive solutions with exceptional customer service and client engagement.
• Coordinate with Client policies and payroll assistance guidance.
• Assist onboarding of new hires thru system navigation and policy questions.
• Ensure timely resolution of support requests in line with SLAs.
• Document client interactions and troubleshooting measures in ITSM tool.
• Contribute to knowledge management by documenting solutions.

Skills

Customer service

Troubleshooting

IT terminology

HR/payroll knowledge

SAP SuccessFactors/ERP-HCM

ITSM tools

Office365/Teams

IT support teamwork

IT security/certifications

Analytical mindset

Communication skills

Education

Associates or Bachelor’s degree in IT

Tools

Office365

Teams

Job description

Company Summary

Founded in 1998, AspireHR is a woman owned US-based SAP HR and SAP SuccessFactors Gold Partner, working with HR organizations across North America to successfully implement best-in-class HCXM (Human Capital Experience Management) solutions. AspireHR is a purpose driven company that provides a wide range of services and software solutions for both the implementation and maintenance of HXM systems that includes our own proprietary software as well as long-term managed service agreements. The AspireHR team has built an impressive roster of clients by combining a cost-effective implementation strategy, an innovative mix of HCXM technologies and excellent customer service. Our focus is Employees First. We are careful to select people for our team that have demonstrated excellence through their skills, character and background. AspireHR invests in our people and capabilities to differentiate us from competitors.

Job Type

Full-time

Description

Company Summary: Founded in 1998, AspireHR is a woman owned US-based SAP HR and SAP SuccessFactors Gold Partner, working with HR organizations across North America to successfully implement best-in-class HCXM (Human Capital Experience Management) solutions. AspireHR is a purpose driven company that provides a wide range of services and software solutions for both the implementation and maintenance of HXM systems that includes our own proprietary software as well as long-term managed service agreements. The AspireHR team has built an impressive roster of clients by combining a cost-effective implementation strategy, an innovative mix of HCXM technologies and excellent customer service. Our focus is Employees First. We are careful to select people for our team that have demonstrated excellence through their skills, character and background. AspireHR invests in our people and capabilities to differentiate us from competitors.

For more information, please visit www.aspirehr.com.

Scope And Responsibilities

We are expanding our team to add a dynamic Service Desk Technician to provide our clients and their employees with front line help while creating an incredible customer service experience. This person must be located in DFW and able to come into the office in Dallas. In this role, you will be providing support services for clients, product engineers, delivery consultants, and executives. You’ll have the opportunity to work directly with deeply experienced technology and HR professionals along with engaging with clients based around the world!

As a member within the AMS & BPO Team, you’ll work with the HCM cloud technologies and grow your skill set as you collaborate to help build and grow our AMS & BPO practice.

Specific 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. Examples include but are not limited to:
• Time and Attendance
• Onboarding
• Payroll
• Policy Assistance
• Provide comprehensive solutions with exceptional customer service and client engagement
• Provide general process guidance and payroll assistance related to the Client’s policies
• Assist the onboarding of client new hires thru 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
• Learn from and working with an amazing team of brilliant people
• Be a frontline representative for our IT service desk organization and the first person the company relies on for help
• Document all client interactions and troubleshooting measures taken into the ITSM tool of record
• Assist in the development and documentation of support solutions for input into our knowledge management system

Requirements

Key Selection Criteria

• 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 a support team with ITSM tools preferred
• Proficient with Office365 andTeams
• Prior experience working on IT and/or business application support teams
• ITIL foundations, SAP, AWS experience or related certifications desired
• Associates or Bachelor’s degree in IT related field preferred
• Analytical with a passion to research and identify solutions

Culture

• Authentic – This is a genuine culture where people bring their real, whole selves to the office and their clients. We operate in a customer-centric culture, not an ego-centric culture.
• Inspirational & Passionate – We orchestrate a competitive and compelling mission with an aligned set of values, goals, and a winning strategic path.
• High learning agility – We place high trust in our employees to make hundreds of decisions daily and know when to zoom-in and zoom-out on any number of topics, and quickly learn to scale themselves as the company grows. Keep it simple.
• Integrity – Live the values of the company.
• Employees First – AspireHR is known for its ability to outperform the competition because of our exceptional talent. We seek candidates that display a servant/leader mentality.

Personal / Professional Attributes

• Foster a mindset that contributes to maintenance and further development of client support excellence
• Excited to join an agile, cutting edge and fast paced growing company
• Self-starter that is willing to jump in and learn new areas
• Collaborative and positive attitude
• Good interpersonal skills with the ability to work effectively and build meaningful partnerships with others
• Strong background of integrity and trust
• Strong and effective communication style with team members, customers, and leaders, both written and verbal

At AspireHR, we put our employees first in everything we do. We are proud to celebrate and support our differences by being an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other basis covered by appropriate law.