IT Support Associate

Technical Support SpecialistProvides technical support responsible for resolving highly complex issues or developing solutions to support complicated and diverse hardware and software systems. Develops end-user training programs and documentation for broader and diverse user groups.Position Responsibilities:Researches and selects system expansions or enhancements by studying work load and capacity of computer system.Conducts evaluation of technology process problems and recommends solutions including purchase of vendor packages or products.Establishes program objectives and specifications to be used for testing new programs; comparing programs setting the standards and making modifications.Analyzes performance metrics, recommends and leads recommended solutions of changes to processes procedures, and or training.Works with IT professionals and end users to access system and training needs for applicationsEstablishes service desk procedures and ensures that processes are being followedDevelops, implements and/or approves training and documentation policies, standards and procedures.Develops comprehensive test plans and sees that they are carried out and analyzed to provide information for process improvement.Maintains historical records by documenting hardware and software changes and revisions.Maintains client confidence and protects operations by keeping information confidential.Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.Specific Knowledge, Skills or Abilities Required:Ability to present technical informationKnowledge of software testing and maintenanceAbility to solve complex problemsProcess improvement skillsPosition Qualifications:Education:HS diploma or equivalentExperience:4+ years of relevant IT technical experienceExperience software performance tuning, network performance tuning, & database performance tuningExperience in the development of training, testing processes and leadership in IT functionsWork Environment and Physical Requirements:Office EnvironmentAbility to sit for long periods of timeVision abilities required to validate and enter data on computerDisclaimer: This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs' essential functions.Note: FOX provides equal employment opportunities for all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, gender identity, sexual orientation, marital status, religion, age, physical disability (including HIV and AIDS), mental disability, results of genetic testing, or service in the military, or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate. We base all employment decisions –including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations and social/recreational programs – on merit and the principles of equal employment opportunity.Fox offers an excellent compensation package and wide-ranging opportunities for professional development. Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401k plan with employer matching. Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.