HR Service Desk Rep I

Rochester, NY


The HR Service Desk Representative focuses on providing administrative and customer services for UR employment related functions, including Time Reporting, Payroll, Benefits and Talent Acquisition. Assists with Service Desk support for voicemail and two factor authentications.


  1. Answers the ASK-URHR line in a timely manner, minimizing off line time to ensure the highest level of customer service. Adheres to the Confidentiality Agreement and Acceptable Use polices. Provides support for HRMS navigation, basic benefits, time & reporting, payroll and self-service questions. Answers general HR related questions related to policy and procedures, utilizing knowledge-based information provided. Records all calls and emails in call tracking tool, following standards and best practices. Hands off questions to appropriate resources, per defined processes. Provides information based on working knowledge of policies, procedures, regulations and systems requirements.

  2. Performs independent analysis and reasoning with attention to detail. Recognizes and helps to resolve problems and processing issues. Escalates questions to management when necessary. Assesses situations and determines appropriate course of action. Provides recommendations to reduce waste or inefficiencies in operations.

  3. Participates on projects and training sessions as assigned.

  4. Assists with IT Service Desk support. Provides support for basic questions. Records all Service Desk calls and emails in call tracking tool, following standards and best practices. Hands off questions to Level 1 or Level 2 resources per defined processes.

Other duties as assigned.


  • High School Diploma required.

  • No previous experience required.

  • or equivalent combination of education and experience.

  • 1 year of relevant experience in related field preferred.

  • Excellent verbal and written communication skills required.

  • PC skills, word, excel, hardware and software preferred.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $16.92 - $23.69 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Central Administration
Full/Part Time: Full-Time