Associate Helpdesk Specialist

R-13951

Confirmed live in the last 24 hours

Locations

Center Valley, Upper Saucon Township, PA, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Requirements

This is a Mid Shift position (3:30pm - Midnight)
Bachelor of Science Degree in Information Technology, Computer Science or equivalent and/or two years proven working experience providing Service Desk Support
Working knowledge of Service Desk Ticketing software, Remote Control Tools, Active Directory and Chat Session technology
Advanced Troubleshooting and multi-tasking skills
Excellent verbal and written skills capable of managing more than one chat session at any given time
Very strong attention to detail
Candidates should be dependable with an excellent attendance record, work well in a “Team Environment.”
Excellent written and oral communication skills. Required to pass a writing, grammar and typing test
IT or ITIL Foundations Certifications a PLUS

Responsibilities

Serve as the initial point of contact for D&B Team members and associates requiring assistance with hardware, software, network incidents, requests or problems
Answer calls, Chat sessions and Process E-mail messages, as well as address incident tickets which are submitted directly by team members or via automation
Provide an immediate resolution when possible, or reassign the matter to next level support when necessary
Regardless of whether first level incident resolution is possible, capture relevant information via an on-line system, prioritize issues, gain an understanding of the issue, search for solutions and update the user on progress
Responsible for monitoring the status of ticket queues to ensure that time to respond and time to resolve Service Level Expectations are being met

Why We Work at Dun & Bradstreet

Dun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,000+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us!

The Role:

The Associate Helpdesk Specialists serves as the initial point of contact for our internal associates. Candidates will be customer service oriented. They provide technical support to callers requiring assistance with hardware, software, or network incidents, requests or problems. They answer calls, E-Mail messages and chat sessions from internal associates and external customers, as well as address incident tickets which are submitted directly by the clients or via automation.

Key Responsibilities:

Serve as the initial point of contact for D&B Team members and associates requiring assistance with hardware, software, network incidents, requests or problems.
Answer calls, Chat sessions and Process E-mail messages, as well as address incident tickets which are submitted directly by team members or via automation.
Provide an immediate resolution when possible, or reassign the matter to next level support when necessary.
Regardless of whether first level incident resolution is possible, capture relevant information via an on-line system, prioritize issues, gain an understanding of the issue, search for solutions and update the user on progress.
Responsible for monitoring the status of ticket queues to ensure that time to respond and time to resolve Service Level Expectations are being met.

Key Requirements:

This is a Mid Shift position (3:30pm - Midnight)
Bachelor of Science Degree in Information Technology, Computer Science or equivalent and/or two years proven working experience providing Service Desk Support
Working knowledge of Service Desk Ticketing software, Remote Control Tools, Active Directory and Chat Session technology
Advanced Troubleshooting and multi-tasking skills
Excellent verbal and written skills capable of managing more than one chat session at any given time.
Very strong attention to detail
Candidates should be dependable with an excellent attendance record, work well in a “Team Environment.”
Excellent written and oral communication skills. Required to pass a writing, grammar and typing test.
IT or ITIL Foundations Certifications a PLUS

What We Offer

· Generous paid time off, increasing with tenure.

· 100% paid parental leave after one year.

· Paid sick time to care for yourself or family members.

· Education assistance and extensive training resources.

· Do Good Program: Paid volunteer days & donation matching.

· Competitive 401k & Employee Stock Purchase Plan with company matching.

· Health & wellness benefits, including a Gympass membership.

· Medical, dental & vision insurance for you, spouse/partner & dependents.

· Learn more about our benefits: http://bit.ly/41Yyc3d.

Equal Employment Opportunity (EEO): Dun & Bradstreet is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment 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. View the EEO is the Law poster here and its supplement here. View the pay transparency policy here.

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Company Overview

Dun & Bradstreet seeks to create a global network of trust enabling clients to turn uncertainty into confidence, risk into opportunity, and potential into prosperity. The company is building on its world-class data and analytics—Dun & Bradstreet Data Cloud—to deliver more data and deeper insights.

Benefits

Medical and Prescription Drug: Comprehensive coverage through a choice of a Preferred Provider Organization (PPO) plan and Consumer Directed Health Plan (CDHP). The CDHP plan has a Health Savings Account (HSA) option. D&B contributes to the HSA each year.
Dental: Insurance including preventive care, basic care, major care and orthodontia
Vision: Coverage for routine eye exams and prescription lenses, frames and contact lenses
Health Care Accounts: Set aside before-tax dollars to pay for eligible health care expenses. You can choose a Healthcare Flexible Spending Account (FSA) or Health Savings Account (HSA).
Life Insurance: Company paid life insurance, as well as additional coverage including Basic, Supplemental, Spouse or Domestic Partner, and Child
Accidental Death & Dismemberment Insurance: Benefit that provides a payment if you suffer an accident that is fatal or dismembering
Business Travel Accident Insurance: Benefit that provides a payment if you are injured or die as a result of an accident while traveling on Company-approved business
Short-Term Disability (STD): Company provided benefit that offers you income protection for absence due to nonwork-related injury or illness
Long-Term Disability (LTD): Coverage that picks up when your STD ends. It provides income protection if you become totally disabled and are unable to work after 180 days of continuous disability.
Critical Illness Insurance: Insurance that is intended to supplement your medical and disability coverage. It provides a lump-sum benefit in the event you (or a covered family member) are diagnosed with a covered condition, such as cancer, heart attack, and more
Hospital Indemnity Insurance: Provides a lump-sum benefit to help you pay for costs in the event you (or a covered family member) are hospitalized.
Accident Insurance: Provides a lump-sum benefit to help you (or a covered family member) pay for costs for a covered injury and related services
401(k) Plan: Retirement plan into which you can make before-tax, Roth and after-tax contributions; company match is available along with a wide range of investment options
Personalized Planning & Advice (PP&A): Assistance with 401(k) investment decisions and financial wellness
Dependent Care Flexible Spending Account (FSA): Set aside before-tax dollars to use towards eligible dependent child or adult care services
Legal Insurance Plan: Insurance plan that provides you with prepaid legal services to help you address a wide range of legal matters (i.e. home purchase, will creation, small claims court, dispute with a home contractor, and much more)
Home and Auto Insurance: Special group rates and discounts on protection of your home, car and other personal property
Commuter Benefit: Pay for your commuting expenses through before-tax payroll deductions
Pet Insurance: Plan that reimburses you for expenses incurred for covered services
Vacation days: 20 days and you are eligible to earn more based on your years of service
Holidays: 9 paid days that coincide with the national holidays when our US offices are closed, plus one floating holiday of your choice
Volunteer Days: Two days per year to volunteer
Unsick Day: One paid day off to visit the doctor when you are not sick
Paid Maternity & Paternity Leave: Up to 16 weeks of paid leave for the primary caregiver, and up to 2 weeks of paid leave for the secondary caregiver
Employee Assistance Program (EAP): Free confidential support, including access a network of professional counselors, and referrals on resources for everyday needs
Adoption Assistance: Reimbursement for eligible expenses related to adopting a child
Education Assistance: Provides financial assistance for outside education to enable team members to achieve greater results in their current position and/or to prepare team members for future assignments within Dun & Bradstreet

Company Core Values

Data-Inspired - We’re passionate about the power of data. It’s at the heart of everything we do.
Relentlessly Curious - We embrace the change in the world around us. We know it brings new problems to solve, new things to learn and new ways to grow.
Inherently Generous - We succeed by helping others succeed. We openly share our time and talent, and we confidently welcome the help of others.