Edelman is a voice synonymous with trust, reimagining a future where the currency of communication is action. Our culture thrives on three promises: boldness is possibility, empathy is progress, and curiosity is momentum.
At Edelman, we understand diversity, equity, inclusion and belonging (DEIB) transform our colleagues, our company, our clients, and our communities. We are in relentless pursuit of an equitable and inspiring workplace that is respectful of all, reflects and represents the world in which we live, and fosters trust, collaboration and belonging.
The role of this position is to ensure AV meeting, event, and production support so that end users can accomplish organizational goals. This includes receiving, prioritizing, documenting and actively resolving end user help requests
Responsibilities
- Act professionally and as a collaborative partner on the global team
- Demonstrate behaviors consistent with DJE’s values and Code of Ethics and Business Conduct
- Provide excellent customer service with a helpful attitude for all customers at all levels
- Provide on-site AV support at the New York location and remote AV support for other office locations
- Monitor the AV helpdesk ticketing queue, log incidents, route or escalate issues, provide updates and reports, tracking resolutions, and perform follow-up functions to ensure customer satisfaction
- Regularly conduct equipment checks in all conference rooms/events spaces and track issues for quick resolution
- Create and update documentations on AV standards
- Assist with the setup and testing of equipment for local event productions
- Support high profile webinars and virtual streaming events
- Track changes and research equipment for office moves and equipment upgrades
- Provide general troubleshooting and maintenance on computer hardware and software for Windows and Mac operating systems
- Train new employees on how to use AV equipment
- Participate in special assignments and projects as requested
- Contribute to performance appraisals for colleagues
- Occasional travel may be required
Key Measures of Success
- RELENTLESS PURSUIT OF EXCELLENCE:
- Serves as a positive role model; supports and respects colleagues, clients and partners; focuses on self-improvement
- Always takes all feedback as a constructive learning opportunity and acts upon it; ensures excellence is repeated by rigorously identifying and socializing key learnings for all colleagues
- Ensure Service Desk SLAs are met.
- Ensure issues are resolved during first contact as much as possible.
- FREEDOM TO BE CONSTANTLY CURIOUS:
- Constantly test existing ideas/processes and challenge the team to make improvements.
- Actively find the best technology within the industry
- Leverage the Edelman and individual market cultures to the best effect
- COURAGE TO DO THE RIGHT THING:
- Ask questions, challenge convention and become the go to trusted partner for the business.
- Provide support and meet goals that exploit opportunities and meet business requirements.
- Encompass internal capabilities, external resources, opportunities and threats always aligned with the business goals
Basic Qualifications
- 1-2 years of relevant IT Service Delivery and AV support experience
- 1-2 years working knowledge of Windows and Mac OS operating systems
Preferred Qualifications
- Experience with Microsoft Office 365 (suite)
- Knowledge of video and web conferencing equipment and platforms – Microsoft Teams and Zoom
- Experience with AV Production equipment and streaming software preferred
- Knowledge of Help Desk tools (ServiceNow) for tracking issues and resolutions
- Excellent verbal and written communication skills
- Excellent customer service skills
- Strong professional collaboration skills to work in a team environment
- Attention to detail and organizational skills
- Ability to manage simultaneous tasks/issues/tickets
- Ability to lift 50lbs
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Edelman is committed to diversity, equity and inclusion and proud to be an equal opportunity employer. We welcome and encourage racially and ethnically diverse people, members of the LGBTQ community, veterans, parents, individuals with disabilities and members of any and all protected classes to apply.
