GIS IT Support Specialist (743252)
600 West Peachtree Street, NW, Atlanta, GA 30308
Contract
*** Hybrid Role ***
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:
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. 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 GDOT GIS User Group and conduct training programs to support GDOT GIS User Group.
Responsibilities:
Acts as 1st line/tier of GIS technical support for GDOT
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 GDOT GIS User Group, resources, and assists in training material creation
Skill
Required / Desired
Amount
of Experience
Bachelor's degree in related field from accredited college or university
Required
Knowledge and experience with Esri ArcGIS Desktop (ArcMap/ArcGIS Pro)
Required
3
Years
Graduate GIS Certificate, URISA GISP, Esri ArcGIS Certification, or other related GIS
Highly desired
Experience with ArcGIS Online or ArcGIS mobile applications
Highly desired
Experience working with Esri geodatabases (e.g. mapping, editing, analysis), or any other GIS data development/management experience
Highly desired
Passion to provide excellent customer service and build effective customer relationships
Required
Excellent communication, interpersonal, collaboration, and teamwork skills
Required