Associate Helpdesk Specialist (R-19939)

Dun & Bradstreet, Inc.; Northern (KY); Hybrid; USD 42,000 - 66,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Sick leave

Education assistance

Volunteer days and donation matching

401k with company matching

Wellhub discounts and health benefits

Medical, dental & vision coverage

Job summary

Dun & Bradstreet is seeking an Associate Helpdesk Specialist to be the frontline for technical support for team members, handling incidents via phone, chat, email, and ticketing systems.

You will resolve issues when possible, escalate where necessary, and ensure tickets are logged, prioritized, and progressed to meet SLAs. This role requires strong communication and collaboration across IT teams.

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 and ticketing systems.
• Advanced troubleshooting and multitasking abilities.
• Excellent verbal and written communication skills.
• Detail-oriented with strong attendance and teamwork.
• 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, chat sessions, and process email messages; manage incident tickets.
• Provide immediate resolutions when possible; escalate when needed.
• Document ticket details; prioritize issues; investigate and communicate progress.
• Monitor queues to meet time-to-response and time-to-resolve SLAs.

Skills

Technical support

Active Directory

Service desk software

Remote control tools

Communication skills

Microsoft Office

ITIL Foundations

Education

Bachelor’s Degree in Computer Science or Information Systems

Tools

Remote control tools

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?

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 leaveafter one year of employment.
• Paid sick timeto care for yourselfor family members.
• Education assistanceand extensive training resources.
• Do GoodProgram: Paid volunteer days&donation matching.
• Competitive401k with company matching.
• Health & wellness benefits, including discounted Wellhubmembership rates.
• Medical, dental&vision insurancefor 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.

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Equal Employment Opportunity (EEO): 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.