IT Helpdesk Specialist - User Support & Troubleshooting

Dun-

Center Valley (Lehigh County)

On-site

USD 48,000 - 64,000

Full time

8 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

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.