JOB DESCRIPTION

Summary:

Under general supervision, provides Esri ArcGIS end user/customer support on a continuing basis, either by phone, online, or site visit. Troubleshoots end-user problems. Coordinates with IT staff on issues, helps users to be more productive with ArcGIS.

Job Summary:

Need 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. 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

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

Work Terms and Conditions:

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 9:00 AM Eastern Time, Monday - Friday, 40 hours per week.

When teleworking or working remotely, consultant must have suitable internet connection and environment to comply with client telework policies.

The Client has 13 holidays, which consultants are not allowed to work nor make up any time for those holiday weeks without management's approval. Consultants are not to take extended leave during their first year of

Consultant must have cell phone which can be used for business calls.

Job Type: Contract

Pay: $23.65 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 2 years (Required)
• GIS: 3 years (Required)
• Esri ArcGIS Desktop: 3 years (Required)
• ArcGIS Online: 2 years (Preferred)
• ArcGIS mobile applications: 2 years (Preferred)
• customer service: 1 year (Required)
• Esri geodatabases: 1 year (Required)

License/Certification:

• URISA GISP OR Esri ArcGIS OR other related GIS (Preferred)

Ability to Commute:

• Atlanta, GA 30308 (Required)

Ability to Relocate:

• Atlanta, GA 30308: Relocate before starting work (Required)

Work Location: Hybrid remote in Atlanta, GA 30308