Job Title:

HR Help Desk Specialist Pay Rate:

$20-$25/hr.

Location:

MALVERN, PA 19355

Duration:

Temp-Perm Shift:

M-F 7am-7pm, but the individual will NOT be working the entirety of that shift

Responsibilities:

• The HR Help Desk/Employee Support Specialist serves as the first point of contact for employee HR and Payroll related inquiries, providing timely and accurate support through a centralized ticketing system.
• This role focuses on resolving routine Workday, HR and Payroll questions, processing standard transactions, prioritizing and assigning severity of requests, escalating non-standard issues to SMEs, and ensuring a consistent employee experience by following established policies, procedures, and service level agreements (SLAs).
• The position supports approximately 20,000 SGNA employees—including both deskless and desk-based populations—to resolve key HR & Workday questions. Employee Support & Case Resolution
• Receive, document, and respond to employee HR and Payroll inquiries submitted through the HR ticketing system, HR Service Now Provide Tier 1 support for questions related to:
• Workday tasks, navigation, and transactions
• Payroll and timekeeping
• Leave of absence and PTO
• HR policies and procedures
• HR systems and self-service tools
• Benefits and programs
• Deliver clear, professional, and customer-focused communication in all written interactions Ticket Management & Escalation
• Accurately log, categorize, prioritize, and track cases in the HR Service Now platform
• Resolve routine and transactional inquiries independently using documented procedures and knowledge articles
• Identify issues requiring additional expertise and escalate cases appropriately to Tier 2 teams
• Monitor case status and follow up to ensure timely resolution within defined SLAs Knowledge Management & Process Support
• Utilize HR knowledge base articles and standard operating procedures to resolve cases
• Promote employee self-service by directing users to available tools and resources when appropriate
• Monitor the accuracy of knowledge base articles and partner with SMEs to update articles on an approved maintenance schedule to verify adherence to current HR and Payroll procedures #CNX200

Pay:

$20.00 - $25.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Flexible schedule

Work Location:

In person