HR Systems Help Desk Specialist - Tier III

Help Desk Specialist, Tier III

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work

ASRC Federal is seeking a Help Desk Specialist, Tier III with advanced experience supporting Human Resources (HR) systems. This role provides senior-level technical support, resolves complex issues, and ensures the seamless operation of HR applications. The ideal candidate will be able to work independently with no supervision, provide advanced reporting and system support, and serve as a subject matter expert for escalated help desk inquiries.

Responsibilities:

• Deliver Tier III support for HR systems, including ticket triage, phone, and ServiceNow assistance.
• Address escalated issues from Tier I and Tier II, resolving advanced technical and system-related questions.
• Leverage deep knowledge of HR systems to provide expert-level support to users.
• Run and analyze daily, weekly, and ad-hoc reports to support operational needs.
• Utilize advanced reporting skills within ServiceNow and GTM Next to generate, interpret, and present data.
• Independently organize, track, and resolve support tickets, ensuring timely and accurate closure.
• Serve as a senior resource for Tier I and II specialists, providing mentorship and knowledge sharing.
• Collaborate with system owners and technical teams to identify trends, propose improvements, and maintain system performance.

Qualifications:

• Proven expertise with ServiceNow ticketing and workflow management.
• Advanced knowledge of HR systems and ability to address complex user inquiries.
• Advanced reporting capabilities in ServiceNow and GTM Next.
• Strong problem-solving skills with the ability to work independently without supervision.
• Excellent communication, customer service, and mentoring skills.
• Clearance: Active Secret clearance required.
• Education & Experience: Bachelor's degree and a minimum of 8 years of Help Desk support experience, preferably with HR systems; OR in lieu of a degree, an additional 4 years of relevant experience (total of 12 years).

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

Job Family Information Technology

Job Function Technical Support

Pay Type Salary

Hiring Min Rate 76,753 USD

Hiring Max Rate 130,491 USD