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IT Support Specialist

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Date: Nov 24, 2021

Location: Burbank, US

Company: Dolby Laboratories, Inc.

Join the leader in entertainment innovation and help us design the future. At Dolby, science meets art, and high tech means more than computer code. As a member of the Dolby team, you’ll see and hear the results of your work everywhere, from movie theaters to smartphones. We continue to revolutionize how people create, deliver, and enjoy entertainment worldwide. To do that, we need the absolute best talent. We’re big enough to give you all the resources you need, and small enough so you can make a real difference and earn recognition for your work. We offer a collegial culture, challenging projects, and excellent compensation and benefits.

 

 

The  Deskside Support IT Specialist will provide IT Services delivery, support, and operational maintenance for corporate end-users working remotely and within our offices.  The Specialist will work closely with Engineering, Sales, Marketing, and Finance to maintain and support services for our end users. This role will work directly with other IT teams to assist in supporting workers, and this position reports directly to the Manager of IT Support in Burbank.

 

Essential Job Functions          

Proven creative problem-solving ability, good verbal and written communication skills, and have experience with the following:

  • Multi-platform client computing across Windows & Apple clients operating systems.
  • Communication and collaboration systems including MS Outlook email, video conferencing and VoIP  telephony systems; mobile telephony; Web and audio conferencing
  • Network knowledge of client LAN, wireless, and remote access networks
  • End-user accounts administration via Active directory
  • MS Office and similar deskside productivity software

Supports IT Service delivery to end-users according to service level commitments, corporate policy, organizational standards, and compliance requirements including:

  • Service Request Fulfillment
  • Incident Management
  • Access Management
  • Problem Management
  • Change management
  • Meets SLA commitments as defined by management and end-users
  • Knowledge of IT standards as established by Dolby and the IT department on a day-to-day basis.
  • Network (e.g., patching, VPN Client, TCPIP Fundamentals, DHCP, DNS, WINS; remote access)
  • Directory Services (e.g., Active Directory)
  • Data backup and protection, utilizing client tools such as Code42
  • IT security including Antivirus, Malware protection using CBDefense
  • Basic knowledge of AV and Video Conference services
  • Telephony systems (e.g. mobile, audioconference, corporate telephony, unified communications, and EMM using Workspace One)
  • Desktop services (e.g., PC and Apple hardware, operating system, and standard applications)
  • Maintains a high level of customer satisfaction

Responsibilities 

  • Performs duties as assigned by the immediate supervisor
  • Performs tasks necessary to complete day-to-day operations
  • Assists team members as needed
  • Ability to conduct research into a wide range of computing issues as required and work  to resolution
  • Ability to absorb and retain information quickly
  • Strong documentation skills
  • Ability to present ideas in user-friendly language
  • Highly self motivated and directed
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to deliver to and according to the service level commitments, corporate policies, corporate standards, and compliance requirments
  • Meet or beats service level commitments as defined by managementand end-users
  • Maintains a high level of customer satisfaction
  • Performs tasks necessary to complete performance objectives

Knowledge, Skills, Experience, and Education 

  • Minimum 3 to 5 years of experience in an IT organization
  • Required experience supporting a diverse end-user computing environment
  • Required experience performing Deskside Support administration and software configuration in a multi-platform environment Apple and Windows
  • Knowledge of Apple/Microsoft operating systems and applications like macOS, Win10, remote desktop, VMWare Workstation/Fusion; MS Teams; Office suite; Visual Studio, etc.
  • Required proficency in verbal and written business communication skills  
  • Required proficiency in both spoken and written English required
  • College degree a plus
  • Preffered industry certifications to include Microsoft, Cisco, ITIL, or similar
  • Preferred Experience with Apple Hardware & macOS Support, administering mobile phone devices and services including iOS and Android devices, MS Exchange Active-sync, etc.

 

Dolby will consider qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco Police Code, Article 49, and Administrative Code, Article 12

 

Equal Employment Opportunity:
Dolby is proud to be an equal opportunity employer. Our success depends on the combined skills and talents of all our employees. We are committed to making employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, family status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state, and local laws and ordinances.


Nearest Major Market: Los Angeles