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 peer in the global team.
Responsible for on-site AV support at the New York location.
Assist with local event equipment setups and production needs.
Support webinars and virtual events
Provide general troubleshooting and maintenance on computer hardware and software for Windows and Mac operating systems.
Log incidents and service request calls into the helpdesk ticketing system with proper detail and validation.
Provide excellent customer service and helpful attitude for all customers, at all levels.
Responsible for assigned help desk tickets, track to resolution and perform follow-up functions to ensure customer satisfaction.
Assist with hardware and software upgrades.
Train new employees to use desktop software and network resources.
Ensure all communication and escalation processes are followed.
Participate in special assignments and projects as requested.
Demonstrate behaviors consistent with Edelman's values and Code of Ethics and Business Conduct
Contribute to performance appraisals for peers, managers and direct reports
Skills & Qualifications
At least 3-5 years' relevant IT Service Delivery experience with a multinational company, ideally with communications marketing.
Minimum 1-3 years working knowledge of Windows and Mac OS operating systems in a corporate/enterprise environment.
Knowledge of web and video conference equipment and platforms - Microsoft Teams and Zoom
Experience with Production and Streaming Software
Minimum 3 years working knowledge of Microsoft Office (suite)
Knowledge of Help desk tools for tracking issues and resolution.
Excellent verbal and written communication skills.
Excellent customer service skills.
Strong professional and 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.
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
#LI-KW2
#LI-Hybrid
Edelman is a global communications firm that partners with businesses and organizations to evolve, promote and protect their brands and reputations. Our 6,000 people in more than 60 offices deliver communications strategies that give our clients the confidence to lead and act with certainty, earning the trust of their stakeholders. Our honors include the Cannes Lions Grand Prix for PR; Advertising Age's 2019 A-List; the Holmes Report's 2018 Global Digital Agency of the Year; and, five times, Glassdoor's Best Places to Work. Since our founding in 1952, we have remained an independent, family-run business. Edelman owns specialty companies Edelman Data & Intelligence (DxI) and United Entertainment Group (entertainment, sports, lifestyle).
For more information please visit: www.edelman.com
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Employees must be fully vaccinated against COVID-19 (i.e., at least 2 weeks after last dose) and, if hired, present proof of vaccination before start date. Candidates may request an accommodation due to disability, sincerely held religious belief or exception required under applicable law.
Edelman is an equal opportunity employer of all protected classes, including veterans and individuals with disabilities.
