IT Helpdesk Associate: Resolve & Escalate Tech Issues

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

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.