Human Resources Assistant- Zendesk a plus! (Washington)

Scientific Research Company

Washington DC

HYBRID- 2 days a week onsite

Needed ASAP

Long term contract

Must work on W2

HR Assistant

JOB DESCRIPTION

Human Resources Assistant

Position Summary

The Human Resources Assistant provides administrative and operational support across Human Resources, including service delivery, employee and manager support, employee lifecycle activities, recordkeeping, and temporary Global HR Operations coverage. The role helps ensure HR requests and processes are handled accurately, timely, confidentially, and in accordance with established procedures.

Service Delivery and Case Management Support

· Monitor HR intake channels and Zendesk for employee and manager requests; review, categorize, prioritize, document, assign, and track tickets.

· Respond to routine questions using approved resources and route or escalate requests to the appropriate HR team or subject matter expert.

· Maintain complete case records, coordinate handoffs, follow up on pending requests, and communicate status updates through resolution.

· Support accurate ticket routing and assist with developing and maintaining Zendesk knowledge articles, standard responses, and employee guidance.

General HR Administration

· Provide administrative support for HR programs, projects, meetings, and department initiatives.

· Prepare and maintain HR correspondence, forms, reports, presentations, employee communications, files, calendars, trackers, templates, and records.

· Coordinate meetings, interviews, training sessions, schedules, reminders, and routine follow-up activities.

· Assist with data entry, document collection, reporting, audits, purchase requests, invoices, and other department administration.

· Keep shared HR knowledge sources current by reviewing and updating approved process information, templates, FAQs, job aids, and reference materials.

· Coordinate with HR content owners to identify outdated, duplicate, or missing information and support timely updates across shared knowledge repositories.

Employee and Manager Support

· Serve as a point of contact for routine employee and manager questions regarding HR processes, programs, forms, and resources.

· Help employees and managers navigate HR tools, self-service resources, and routine requests; provide clear next steps and follow-up.

· Support employee communications and promote a professional, responsive, and employee-focused service experience.

Employee Lifecycle Support

· Assist with onboarding and offboarding communications, documentation, logistics, checklists, notifications, and required follow-up.

· Support routine employee transactions, including transfers, promotions, manager changes, job changes, and organizational updates.

· Maintain employee records, track outstanding lifecycle activities, and coordinate handoffs with HR and operational partners.

Global HR Operations Support

· Provide temporary administrative and operational coverage across Global HR Operations based on workload and business priorities.

· Provide defined task support for Tier 2 analysts, including follow-up, documentation, data validation, request coordination, and short-term coverage.

· Maintain procedures, templates, checklists, job aids, and team knowledge resources; support testing, cross-training, and process improvements.

· Identify recurring questions, documentation gaps, data issues, and process inefficiencies and communicate them to the appropriate team member.

Compliance, Quality, and Confidentiality

· Maintain confidentiality and follow established HR procedures, service standards, internal controls, recordkeeping requirements, and escalation paths.

· Maintain accurate and complete records, correct identified errors, and communicate risks, delays, or compliance concerns.

· Escalate complex policy, exception, employee relations, legal, or compliance matters to the appropriate HR professional.

Required Qualifications

· Associate degree in Human Resources, Business Administration, or a related field, or an equivalent combination of education and relevant experience.

· One to three years of administrative, customer service, HR support, shared services, or HR operations experience.

· Experience coordinating requests, maintaining records, preparing documents, and managing routine follow-up activities.

· Proficiency with Microsoft Word, Excel, Outlook, Teams, and related productivity tools; experience with Zendesk or a similar case management platform is preferred.

· Strong communication, organization, attention to detail, judgment, confidentiality, and ability to manage multiple priorities.

Core Competencies

· Customer and employee service orientation

· Administrative coordination and organization

· Accuracy, documentation quality, and attention to detail

· Clear and professional communication

· Confidentiality, judgment, and appropriate escalation

· Collaboration, adaptability, and continuous improvement

Key Working Relationships

· Employees and people managers

· HR Operations, employee service teams, HR Business Partners, and Employee Relations

· Talent Acquisition, Payroll, Benefits, Compensation, HRIS, Information Technology, Facilities, Security, and other operational partners