Associate Helpdesk Specialist (R-19939)

Dun-; Center Valley (Lehigh County); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Sick time

Education assistance

Volunteer days

401k with company matching

Health insurance

Dental & Vision coverage

Job summary

Dun & Bradstreet is seeking an Associate Helpdesk Specialist in Center Valley, PA. This role serves as the first contact for technical support across phone, chat, email, and tickets, resolving issues where possible and escalating when needed.

The position requires a Bachelor’s degree in a related field and at least 2 years of technical support experience, with working knowledge of AD, service desk tools, and MS Office. Excellent communication and multitasking are essential for success.

Qualifications

• Bachelor’s Degree in Computer Science, Information Systems, or related field preferred.
• Minimum 2 years of experience in technical support.
• Working knowledge of service desk ticketing software, remote control tools, Active Directory.
• Advanced troubleshooting and multitasking skills.
• Excellent verbal and written communication; able to handle multiple chats.
• IT or ITIL Foundations certification is a plus.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Serve as initial contact for hardware, software, network incidents or requests.
• Answer calls, chat sessions, and process emails; log incidents in tickets.
• Provide immediate resolutions or escalate to next-level support as needed.
• Capture information in ticketing system; prioritize issues; communicate progress.
• Monitor queues to meet time-to-respond and time-to-resolve SLAs.

Skills

Technical support experience

Active Directory

Service desk software

Communication skills

Multitasking

Microsoft Office

Education

Bachelor’s Degree in Computer Science/Information Systems

Tools

Remote control tools

Ticketing software

Chat-session technology

Active Directory

Job description

Shape the Future with Dun & Bradstreet

At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers.

The Associate Helpdesk Specialist serves as the first point of contact for team members needing technical support, handling incidents and service requests across phone, chat, email, and ticketing systems. This role quickly resolves issues where possible, escalates when needed, and ensures tickets are accurately logged, prioritized, and progressed to meet service level expectations.

Essential Key Responsibilities

• Serve as the initial point of contact for team members requiring assistance with hardware, software, network incidents, requests, or problems.

• Answer calls, chat sessions, and process email messages; address incident tickets submitted directly by team members or via automation.

• Provide an immediate resolution when possible, or reassign/escalate to next-level support when necessary.

• Capture relevant information in the ticketing system; prioritize issues; investigate and search for solutions; and update users on progress.

• Monitor ticket queues to ensure service level expectations for time to respond and time to resolve are met.

Essential Skills and/or Certifications

• Bachelor’s Degree in Computer Science, Information Systems, or other related field is preferred.

• Minimum 2 years of experience in technical support.

• Working knowledge of service desk ticketing software, remote control tools, Active Directory, and chat-session technology.

• Advanced troubleshooting and multitasking skills.

• Excellent verbal and written communication skills, including the ability to manage more than one chat session at a time.

• Very strong attention to detail.

• Dependable with excellent attendance; able to work well in a team environment.

• IT or ITIL Foundations certification is a plus.

• Proficiency in Microsoft Office Suite skills.

• Show an ownership mindset in everything you do. Be a problem solver, be curious and beinspired to take action. Be proactive, seek ways to collaborate and connect with people andteams in support of driving success.

• Continuous growth mindset, keep learning through social experiences and relationships withstakeholders, experts, colleagues and mentors as well as widen and broaden your competenciesthrough structural courses and programs.

• Where applicable, fluency in English and languages relevant to the working market.

Physical Requirements

• Ability to sit, speak and operate telephone and/or computer for long periods of time.

• Ability to handle pressure, stressful conditions, and conflict resolution.

• Ability to work day, evening and/or weekend hours as needed.

• Ability to stand, walk, climb, kneel, crouch and bend over for work at office premises and office events

• Regular attendance in the office; 4 days a week onsite.

#LI-DNI

Benefits We Offer

• Generous paid time off in your first year, increasing with tenure.
• Up to 16 weeks 100% paid parental leave after one year of employment.
• Paid sick time to care for yourself or family members.
• Education assistance and extensive training resources.
• Do Good Program: Paid volunteer days & donation matching.
• Competitive 401k with company matching.
• Health & wellness benefits, including discounted Wellhub membership rates.
• Medical, dental & vision insurance for you, spouse/partner & dependents.

All Dun & Bradstreet job postings can be found at https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.

Dun & Bradstreet provides equal employment opportunities to applicants and employees without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found here. We participate in E-Verify - The current poster can be found here.

Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to [e-mail] to let us know the nature of your accommodation request and your contact information.