Frontline IT Helpdesk Specialist

Dnb

Center Valley (Lehigh County)

Hybrid

USD 52,000 - 67,000

Full time

7 days ago

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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.