GIS IT Support Specialist

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Job description

PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.

GIS IT Support Specialist

The selected candidate will work a hybrid schedule consisting of onsite work in Atlanta, Georgia day one then on an on-demand basis.

Job Description:

We are seeking a qualified candidate for the role of GIS IT 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. GDOT 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 GIS User Group and conduct training programs to support 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. 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 the client s GIS User Group, resources, and assists in training material creation

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