Service Desk Technician

About the role

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.

Responsibilities

Your day-to-day activities will include support of AspireHR clients, employees, and contractors. Specific responsibilities include:

• Handle incoming phone and email customer support requests
• Troubleshoot HCM and related IT and HR systems, such as Time and Attendance, Onboarding, Payroll, and 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 communicate support status to clients
• Escalate or engage additional resources to resolve support requests as needed
• 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

The ideal candidate will have:

• Customer service experience with demonstrated ability to resolve issues and create a positive interaction
• Ability to execute assignments and demonstrate value added contributions
• Understanding of 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
• ITIL foundations, SAP, AWS experience or related certifications desired
• Associates or Bachelor’s degree in IT related field preferred

Skills

The ideal candidate will have:

• Analytical with a passion to research and identify solutions
• Strong background of integrity and trust
• Strong and effective communication style with team members, customers, and leaders, both written and verbal
• Good interpersonal skills with the ability to work effectively and build meaningful partnerships with others
• Collaborative and positive attitude
• Self-starter that is willing to jump in and learn new areas

Culture

Our culture is built on the following values:

• Authentic – a genuine culture where people bring their real, whole selves to the office and their clients
• Inspirational & Passionate – 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
• Integrity – live the values of the company
• Employees First – we seek candidates that display a servant/leader mentality