GIS IT Support Specialist

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Job description

Job Title: GIS IT Support Specialist

Location: Atlanta, GA

Duration: 7+months

Type: Contract

8 Hour workdays on a fixed schedule (i.e. not a flex-schedule), starting no earlier than 7:00 AM Eastern Time, starting no later than 9:00AM Eastern Time, Monday - Friday, 40 hours per week.

Client has NOT specified a number of day's onsite vs remote. However, local candidates (i.e. able to come in office) will be preferred over out of state candidates (i.e. remote worker)

Client prefers candidates who can demonstrate they have the capability to work a hybrid work schedule which is a combination of remote and inoffice work. Candidate capacity (i.e. days they could come into the office) to work a hybrid work schedule will be discussed during interviews.

Job Summary:

Client is seeking an Esri ArcGIS end user support specialist to analyze, troubleshoot, and resolve technical support requests.

Requests will pertain to ArcGIS Desktop (ArcMap 10.6.1/ArcPro 3.1, Esri Roads and Highways), Enterprise applications (e.g. client custom, Esri Web/Experience Builder, and Esri Enterprise Portal applications), cloud products (e.g. ArcGIS Online and SiteScan), and mobile products (Field Maps).

Reviews and triages submitted support tickets. Contacts users to clarify, gather information, isolate, replicate, and troubleshoot issues. Resolves or escalates issue to more experienced staff. Provides user instruction/guidance.

Assists GIS/IT Teams in implementing solutions and preparing documentation/knowledgebase articles.

Will develop client GIS User Group and conduct training programs to support client GIS User Group.

Candidate will be working in the Enterprise GIS Team of IT Applications. Candidates will primarily work with EGIS and IT team members and interacting with end users/customers.

The candidate will follow guidance in providing ticket resolutions. The Enterprise GIS team is composed of 2 ArcGIS developers, 2 System Administrators, a data manager, and team leader.

The team supports over 180 ArcGIS Desktop users and approximately 60,000 annual ArcGIS web visits.

Client GIS applications support GIS feature mapping, project planning, emergency operations, permitting, safety, traffic records, etc.

Responsibilities:

Acts as 1st line/tier of GIS technical support for client Validates operation of virtual ArcGIS Desktop environments and enterprise GIS applications

Provides excellent customer service, follow-up, and follow-through to address customer concerns or needs; acts as a customer liaison

Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions, consults with Esri support as needed

Instructs customers in using Esri ArcGIS solutions and supported applications, enables customers to be more productive with GIS

Assists team with GIS upgrades, projects, and provides on-call supports needed

Develops, updates, or maintains system/technical documentation as needed

Develops client GIS User Group, resources, and assists in training material creation

Required:

Bachelor's degree in related field from accredited college or university

Knowledge and experience with Esri ArcGIS Desktop (ArcMap/ArcGIS Pro)

Graduate GIS Certificate, URISA GISP, Esri ArcGIS Certification, or other related GIS

Experience with ArcGIS Online or ArcGIS mobile applications

Experience working with Esri geodatabases (e.g. mapping, editing, analysis), or any other GIS data development/management experience

Passion to provide excellent customer service and build effective customer relationships

Excellent communication, interpersonal, collaboration, and teamwork skills

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