Job Description

In this role: You will play a key role in supporting Mercury’s employee experience as part of the HR Solution Center team. We are seeking a detail‑oriented HR Specialist focused on Tier 1 support across HRIS, learning management systems, and day‑to‑day HR ticket resolution. This role is responsible for managing high‑volume frontline inquiries in Zendesk, including basic HR questions and transactional tasks such as life‑event documentation, timecard inquiries, unemployment claims, and other routine employee requests. Success in this role requires strong process knowledge, excellent organizational skills, and the ability to handle sensitive information with discretion.

Primary duties include:

• Providing responsive, client focused Tier 1 support across HR systems, learning/training platforms, and general HR inquiries.

• Serving as the primary contact for Tier 1 HRIS questions and basic navigation or

troubleshooting support.

• Managing and resolving HR tickets within established SLAs, ensuring accuracy and a positive employee experience.

• Supporting HR operations throughout the full employee lifecycle, from onboarding through offboarding.

• Processing employee status changes, transfers, promotions, and other routine transactions accurately and on time.

• Auditing data entered into HR systems to maintain compliance, consistency, and data integrity.

• Addressing employee questions related to HR policies, procedures, and programs in a clear and helpful manner.

• Collaborating with HR, Talent, and cross functional teams to streamline and enhance HR support processes.

• Process data imports and maintain table data within systems such as ADP and Zendesk.

• Configure, enhance, or modify the Zendesk ticketing system in a Zendesk Admin capacity.

• Participating in special projects, process improvements, and other duties as assigned.

• Performing all other duties as required.

Required Qualifications:
• GED, high school diploma
• Typically requires 3-5 years of relevant experience
• Experience with HRIS systems is a must (ADP strongly preferred)
• Experience in an HR helpdesk or shared services environment (Zendesk experience strongly preferred)

* Demonstrated experience managing inquiries through a helpdesk or ticketing system, with a focus on timely and accurate issue resolution

• Ability to support employees across multiple channels (phone, email, Microsoft Teams, etc.)
• Proficiency with Microsoft Office Suite
• High attention to detail, with strong accuracy in transactional work and ticket handling

Preferred Qualifications:
• Prior HR experience
• Ability to collaborate effectively across teams and functions
• Strong communication skills and customer service orientation
• Demonstrated ability to work independently in a fast‑paced, deadline‑driven environment
• Ability to manage multiple priorities while maintaining accuracy
• Knowledge of HR practices, policies, and systems in a multi‑state environment

This is a hybrid role and requires on‑site presence 3–5 days per week. The position is based in Andover, MA or Huntsville, AL.

Qualifications Why should you join Mercury Systems?

Mercury Systems is a technology company that makes the world a safer, more secure place. We push processing power to the tactical edge, making the latest commercial technologies profoundly more accessible for today's most challenging aerospace and defense missions. From silicon to system scale, Mercury enables customers to accelerate innovation and turn data into decision superiority. Headquartered in Andover, Massachusetts, Mercury employs more than 2,300 people in 24 locations worldwide. To learn more, visit mrcy.com

Our Culture

We are committed to making Mercury a great place to work, no matter where our employees are located. We offer a casual and enjoyable atmosphere that allows employees to learn and grow. We help and care for one another and work as one to achieve results for us and for our customers. We value communication and transparency, and strive to foster two-way dialogue at all levels of the organization. We are committed to lifelong learning, offering comprehensive skills training and tuition reimbursement. Whether you're just starting out on your career journey or you are an experienced professional, it's important to us that you feel recognized and rewarded for your contributions.

To find out more about Why Mercury?, or visit the Mercury Community or find answers to general questions at Mercury FAQs

Mercury Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Mercury Systems is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact the number below for assistance.

(978) 256-1300

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