Help Desk Agent

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 Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com. Notice to Applicants: Please be advised that this job posting page is hosted and powered by Lever, a subsidiary of Employ Inc. Your use of this page is subject to Employ's Privacy Notice and Cookie Policy, which governs the processing of visitor data on this platform. 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 View email address on click.appcast.io to let us know the nature of your accommodation request and your contact information. #J-18808-Ljbffr