Service Desk Technician

AspireHR, Inc.; Dallas (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

AspireHR, Inc. is expanding its AMS & BPO team in the Dallas area to provide frontline helpdesk support for clients and employees. You will troubleshoot HCM and related IT/HR systems, answer inquiries, and document resolutions to maintain high service levels.

We value collaboration, strong communication, and a self-starter attitude. The role requires in-office presence in Dallas within the DFW area and offers a dynamic, customer-first culture.

Qualifications

• Customer service experience with demonstrated ability to resolve issues and create a positive interaction.
• Ability to execute assignments and demonstrate value-added contributions.
• Familiarity with general IT, HR and business process terminology.
• Ability to troubleshoot independently with logic and analytical thinking.
• Prior experience with SAP SuccessFactors or ERP/HCM Cloud software preferred.
• Experience with ITSM tools and a support team environment preferred.

Responsibilities

• Provide frontline support for AspireHR clients, employees, and contractors.
• Handle incoming phone and email customer support requests.
• Troubleshoot HCM and related IT/HR systems (Time & Attendance, Onboarding, Payroll, Policy guidance).
• Provide comprehensive solutions with exceptional customer service and client engagement.
• Document interactions and troubleshooting steps in the ITSM tool of record.
• Escalate issues and coordinate with resources to meet SLAs.

Skills

Customer service

Troubleshooting

IT terminology

Analytical

ITIL foundations

Communication

Education

IT-related degree

Tools

SAP SuccessFactors

ITSM tools

Office 365

Teams

AWS

Job description

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.