Service Delivery Specialist - Global AV (Finance)
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.
We are seeking a highly motivated and service-oriented Service Delivery Specialist to join our IT team at Edelman. In this role, you will be the first line of support for ensuring smooth computer operations across our global network. You will play a critical part in resolving user issues, maintaining technical systems, and delivering an exceptional IT service experience to employees at all levels.
This opportunity is ideal for someone with a strong foundation in IT service delivery, a collaborative spirit, and a passion for problem-solving in a fast-paced, communications-driven environment. If you're ready to bring your technical expertise and customer-first mindset to a globally recognized organization, we'd love to hear from you.
Skills and Qualifications
- 3+ years of relevant IT Service Delivery and AV support experience
- 3+ 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
- Familiarity with digital audio mixers and software/hardware vision mixers
- 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
Responsibilities and 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 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
$70,000 - $85,000 a year
We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't perfectly align with every qualification, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
