IT Support Specialist

IT Support Specialist

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: Seeking an Esri ArcGIS end user support specialist to analyze, troubleshoot, and resolve technical support requests. Requests will pertain to ArcGIS Desktop, Enterprise applications, cloud products, and mobile products. 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.

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 validating 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 GIS User Group, resources, and assists in training material creation.

Work Terms and Conditions: 8 Hour workdays on a fixed schedule (i.e. not a flex-schedule), starting no earlier than 7:00AM Eastern Time, starting no later than 9:00AM Eastern Time, Monday - Friday, 40 hours per week. Local candidates (i.e. able to come in office) will be preferred over out of state candidates (i.e. remote worker). Prefers candidates who can demonstrate they have the capability to work a hybrid work schedule which is a combination of remote and in-office work. Consultant will follow all applicable policies, procedures, standards, guidelines, and accepted best practices. The position end date is set for the end of the Fiscal Year. May exercise the option to renew contracts in one-year increments. Several successful consultants have continued working for several years with contract extensions. However, is under no obligation to extend contracts and may terminate employment at any time. When teleworking or working remotely, consultant must have suitable internet connection and environment to comply with telework policies. will reimburse authorized travel expense lodging and meals. will reimburse authorized travel use of a personal vehicle. Any travel expenses to start work or relocate to Georgia or will not be reimbursed. All travel expense reimbursement shall be in accordance with State Accounting Office Travel Policy: The Department 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 service (e.g. greater than 1week). Consultant must have cell phone which can be used for business calls. does not provide free parking. All routine commuting expenses are the responsibility of the consultant.

Skills:

• Bachelors degree in related field from accredited college or university - Required
• Knowledge and experience with Esri ArcGIS Desktop (ArcMap/ArcGIS Pro) - Required - 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