Senior Service Delivery Specialist - Global AV

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 & Expectations

• 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 licenses and service renewals
• Mentor and train junior staff
• 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

Skills & Qualifications

• 5+ years of relevant IT Service Delivery and AV support experience
• 5+ years working knowledge of Windows and Mac OS operating systems
• 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 software
• Knowledge of Help Desk tools 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

#LI-AU1
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.