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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
$75,000 - $80,000 a year
An employee's pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, travel requirements, revenue-based metrics, any contractual agreements, and business or organizational needs. The range listed is just one component of DJEH's total compensation package for employees. Other rewards may include annual bonuses, a Paid Time Off policy, and region-specific benefits.
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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.