Service Delivery Specialist

Edelman IT Support Role

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.

At Edelman, delivering a seamless employee experience is an important part of how we support our people and our business. We are looking for someone who will provide high touch, service focused IT support to employees at all levels of the organization. In this role, you will troubleshoot and maintain computer hardware and software across both Windows and Mac environments, provide advanced meeting room and AV support, and help train users on standard business applications such as Microsoft 365. You will take ownership of assigned help desk tickets from intake through resolution, ensure timely follow up, maintain accurate documentation, and support SLA performance. The role also includes managing spare equipment inventory, coordinating warranty repairs and recycling of retired assets, assisting with hardware and software upgrades, following escalation and communication processes, and contributing to special projects as needed, while consistently demonstrating behaviors aligned with Edelman's values and Code of Ethics.

Skills and Qualifications

• 2 to 3 years of relevant IT service delivery experience within a multinational organization, ideally in a communications, marketing, or professional services environment

• Strong working knowledge of Windows 11 and macOS 13+ in a corporate or enterprise setting

• Strong proficiency in Microsoft 365 applications, including OneDrive, Teams, SharePoint, Outlook, Word, PowerPoint, and Excel

• Experience using help desk or ticketing systems to manage incidents, requests, and issue resolution

• Solid understanding of basic networking concepts, as well as audio visual and conferencing troubleshooting

• Excellent verbal and written communication skills, with strong attention to detail and organizational ability

• Demonstrated customer service mindset with a proactive, solutions oriented, and eager to learn attitude

• Strong interpersonal and collaboration skills, with the ability to work effectively in a team based environment

• Ability to manage multiple tasks, issues, and support tickets simultaneously while maintaining quality and responsiveness

• Ability to lift up to 55 lbs / 25 kg when required

Key Responsibilities

• Deliver exceptional, high touch customer service and support to employees at all levels of the organization

• Act as a professional, collaborative, and reliable member of the global IT team

• Troubleshoot, maintain, and support computer hardware and software across Windows and Mac environments

• Provide advanced meeting room and AV support, including troubleshooting conferencing and presentation technologies

• Support and train end users on standard business applications, including Microsoft 365 tools such as OneDrive, Teams, SharePoint, Outlook, Word, PowerPoint, and Excel

• Own assigned help desk tickets from intake through resolution, including accurate tracking, timely follow up, and adherence to service level expectations

• Manage spare equipment inventory and ensure appropriate stock control practices are maintained

• Coordinate warranty repairs, RMAs, and responsible recycling or disposal of retired hardware assets

• Assist with hardware and software rollouts, upgrades, and day to day support to ensure a seamless end user experience

• Follow established communication, documentation, and escalation procedures consistently

• Monitor and maintain performance against individual KPIs and service standards

• Demonstrate behaviors aligned with Edelman's values, Code of Ethics, and Business Conduct policies

• Contribute to special projects and additional assignments as needed

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.