Associate Helpdesk Specialist (R-19939)

Dnb; Center Valley (Lehigh County); Hybrid; USD 52,000 - 67,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Sick time

Education assistance

Volunteer days

401k with company matching

Health insurance

Job summary

Dun & Bradstreet is seeking an Associate Helpdesk Specialist to be the first line of IT support in a hybrid environment. The role handles hardware, software, and network incidents via phone, chat, email, and tickets, with escalation as needed and strict SLAs.

Strong troubleshooting, multitasking, and communication are essential. Qualified candidates have a Bachelor's in IT/CS and at least 2 years of experience in technical support, along with familiarity with AD, ticketing systems, and

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 software, remote control tools, Active Directory, and chat-session technology.
• Advanced troubleshooting and multitasking skills.
• Excellent verbal and written communication; capable of handling multiple chat sessions.
• Attention to detail; dependable with good attendance; team player.
• IT or ITIL Foundations certification a plus.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Serve as the initial point of contact for hardware, software, network incidents, requests, or problems.
• Answer calls, chats, and emails; process incident tickets submitted by users or via automation.
• Provide immediate resolutions when possible; escalate to next level when needed.
• Capture information in ticketing system; prioritize issues; investigate and update users.
• Monitor ticket queues to meet time-to-respond and time-to-resolve SLAs.

Skills

Hardware issues

Software issues

Active Directory

Ticketing software

Remote control tools

Chat-session technology

Multitasking

Communication skills

Microsoft Office

Education

Bachelor’s Degree in Computer Science / Information Systems

Tools

Service desk software

Remote control tools

Active Directory

Chat-session technology

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.

• 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.

• 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 inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.

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

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

• 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.

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.

Accommodations information for applicants with disabilities

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.