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Senior IT Support Analyst

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Date: Mar 20, 2021

Location: Sunnyvale, California, 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.

 

 

We are searching for a Sr. IT Support Analyst that will be responsible for providing Sr level IT support to the workers and executives in our Sunnyvale and regional offices. Responsibilities range from day-to-day support of users (both onsite and remote), configure computer systems, mobile device support, and printer support. The Sr. IT Support Analyst will train and mentor more junior IT Support Analysts and Specialists and own/manage various IT services, e.g. ServiceNow processes, global BlueJeans Events, and lead various IT Projects. 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

  • Deskside services, e.g., PC hardware and operating system, standard applications, printing, telephony, video conferencing, messaging, enterprise applications, and remote access
  • Meets or beats service level commitments as defined by management and end-users
  • Delivers exemplary customer service and maintains a high level of customer satisfaction
  • Supports our growth within the region by contributing to IT service enhancements and projects
  • Develop and implement strategies for improving the effectiveness and efficiency of deskside services
  • Project manages and executes IT service enhancements and projects as assigned
  • Assists as assigned, more junior team members with their priorities, training, and education.
  • Manages or owns IT services, e.g., ServiceNow processes, global BlueJeans Events, ITAM, Knowledge documentation, or others as assigned
  • Assist in the recruiting of other team members by reviewing resumes, conducting interviews, and making recommendations on proposed candidates
  • Trains and consults with end users and management regarding IT services
  • Maintains and produces systems documentation in support of operations
  • Providing a key role in supporting the IT Service organization to delivery the corporate end-user according to service level commitments, corporate policy, corporate standards, and compliance requirements, including:

                - Service request Fulfillment

                - Incident requests

                - Problem requests

                - Access requests

                - Change requests

 

Technical Areas of Focus includes the building, maintenance, and support of:

  • Computer Operation systems Windows, macOS and Linux
  • Active Directory tools
  • ITIL Based Service Delivery tools
  • Microsoft office suite support, including email, Word, Excel, PowerPoint, and Teams
  • General application supports that ranges from client backup software to remote connection software
  • Desk phones, conference phones, mobile phones
  • Multifunctional devices or stand-alone printers
  • Video conferencing or presentational display devices
  • Access switches and patch panels, corporate network cabling
  • Administration and troubleshoot network operations on a day-to-day basis.

 

Requirements:

  • 5+ years of experience in delivering end user IT support
  • Required experience strong knowledge of Microsoft, Apple and Linux operating systems
  • Required experience with Windows desktop, server, remote desktop, virtual computers, Microsoft SCCM, Jamf, and MS Office suite, etc
  • Understanding of Administration and troubleshoot network operations on a day-to-day basis.
  • Basic knowledge of VMWare and working with virtualization technologies
  • Required experiencing supporting a diverse, end-user computing environment
  • Excellent verbal and written business communication skills 
  • Required to speak and write fluent English

 

Other Responsibilities:

  • Travel to Dolby office locations for business as required
  • Occasionally work during odd hours to support project go-lives or coordinate with team members in other time zones for critical projects
  • Performs duties as assigned by immediate supervisor
  • Performs tasks necessary to complete performance objectives
  • Assists team members as needed
  • Leadership/responsibility on IT related projects

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: San Jose
Nearest Secondary Market: Palo Alto