HR Help Desk Specialist
Posted: 09/21/2026
Industry: Professional and Administration
Job Number: 19583
Security Clearance: NA / not required
Work Model: Hybrid
Job Description
Job Title: HR Help Desk Specialist
Pay Rate: $20-$25/hr.
Location: MALVERN, PA 19355
Duration: Temp-Perm
Qualifications:
Pay Rate: $20-$25/hr.
Location: MALVERN, PA 19355
Duration: Temp-Perm
Qualifications:
- Experience with HR Service Now/HR ticketing system support
- Strong email communication skills
- Prior Workday experience/support
- Ability to work on a 6+ month contract on a full-time basis
- Ability to work staggered hours between 7am-7pm EST for ticketing support (40 hours per week expected, with potential for evening hours support)
- 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.
- Receive, document, and respond to employee HR and Payroll inquiries submitted through the HR ticketing system, HR Service Now
- 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
- 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
- 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
Meet Your Recruiter
Emily Donahue
Regional Recruiting Manager
- Directs the recruitment efforts for both the Quincy, MA and Providence, RI branches.
- Manages a distributed team of recruiting leads, individual contributor recruiters and account managers.
- Responsible for leading the fulfillment and execution of sourcing, recruiting, sales and business development practices across the region.
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Discover exciting job opportunities in the vibrant area surrounding Malvern, Pennsylvania! Nestled in the heart of Chester County, Malvern offers a perfect blend of small-town charm and big-city amenities. With its convenient location near Philadelphia, stunning landscapes, historic sites like the Paoli Battlefield and Valley Forge National Historical Park, top-notch dining options offering regional specialties like Philly cheesesteaks, trendy art galleries, and theaters, Malvern is an ideal spot for professionals seeking growth and opportunity. Explore our job listings today and embark on a new career journey in this inviting and thriving community.