IT Support Analyst

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, not to mention a Flex Work approach that is truly flexible to support where, when, and how you do your best work.

The Finance & IT function works to accelerate business growth through ensuring that the company’s operations run efficiently and effectively, ultimately enabling the achievement of company goals.

Summary Description

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, including professionals, to support our end users at our 1275 Market location.

We are searching for an IT Support Analyst that will be responsible for providing IT support to the workers in the US. The role will be based out of our Atlanta office. Responsibilities range from day-to-day support of predominantly remote users, configure computer systems, mobile device support, and printer support. 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 San Francisco.

Essential Job Functions:

• Deliver support for user-related service requests, incidents, and problems. You are an expert in working with Microsoft Windows and macOS to diagnose, troubleshoot, and resolve complex computer operating systems issues. You have a broad knowledge of applications and how to resolve standard user issues. You meet or beat service level commitments as defined by management and end-users.
• Process orientated and structured delivery of responding to tickets and meeting the SLA’s defined. In your day to day deliveries, you are following corporate policies, corporate standards, and compliance requirements.
• Communication is what drives the success of this role. You are efficient and effective in working with users throughout different levels in the organization. You are the liaison between the various IT initiatives and provide timely updates to users or back into IT.
  

Other Responsibilities:

• Deskside services, e.g., PC hardware and operating system, standard applications, printing, telephony, video conferencing, messaging, enterprise applications, remote access, etc
• Follow best practices of IT Service Management including:
  • Service Requests
  • Incident Management
  • Problem Management
  • Access Management
  • Change Management
• Deliver exemplary customer service and maintain a high level of customer satisfaction
• Support our growth by contributing to IT service enhancements and projects
• Develop and implement strategies for improving the effectiveness and efficiency of deskside services
• Project manage and execute IT service enhancements and projects as assigned
• Train and consult with end users and management regarding IT services
  

Job Expectations

• Work onsite in our Atlanta office
• Travel for business if required
• Occasionally work outside business 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
  

Knowledge, Experience, and Educational Requirements:

• 5+ years of experience in delivering end-user IT support
• Required experience strong knowledge of Microsoft operating systems, Apple operating system and applications like Windows remote desktop, virtual desktop; Microsoft SCCM; JAMF; Office suite, etc
• Understanding of administration and troubleshooting network operations on a day-to-day basis
• Experience with using Active Directory tools to manage user and computer objects and how to manage Security Groups and Distribution Lists
• ITIL Based Service Delivery tools (ServiceNow)
• Microsoft office suite support for macOS and Windows, including email, Word, Excel, PowerPoint, and Teams
• General application support to include client backup, VPN, and antivirus
• Multifunctional devices and stand-alone printers
• Video conferencing or presentational display devices
• Image and configure Mac and PC for users
• Required proficiency in verbal and written business communication skills.
• Required to speak and write fluent English
  

The Atlanta Area base salary range for this full-time position is $66,300 - 78,300 plus bonus, equity, and benefits, and can vary if outside of this location. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, market demands, internal parity, and relevant education or training. Your recruiter can share more about the specific salary range and perks and benefits for your location during the hiring process.

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.