GIS IT Support Specialist

Esri ArcGIS End User Support Specialist

Under general supervision, provides Esri ArcGIS end user 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. The Georgia Dept. of Transportation (GDOT) desires an Esri ArcGIS end user support specialist to analyze, troubleshoot, and resolve technical support requests. Contacts users to clarify, isolate, replicate, and troubleshoot issues. Resolves or escalates issue to more experienced staff. Provides user instruction/guidance. Assists GIS/IT Teams in implementing solutions. May develop 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 and ArcGIS Pro 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
• Develops, updates, or maintains system/technical documentation as needed
• Performs a variety of special projects and assignments and provides on-call support as needed
• Develops GDOT GIS User Group, resources, and assists in training material creation

Work Terms and Conditions:

Candidate will be working with the GDOT Office of IT Applications. Candidates will work with supporting IT team members (database, network, server, etc.) and interacting with business units. The candidate will follow internal GDOT standards and accept best practices for developed solutions.

The position end date is set for the end of the Georgia DOT fiscal year. Georgia DOT may exercise the option to renew contracts in one-year increments. Several successful consultants have continued working for several years with contract extensions. However, Georgia DOT is under no obligation to extend contracts and may terminate employment at any time.

Local consultants are not expected to travel. However, in the event it is needed, Georgia DOT will reimburse authorized travel expenses lodging, and meals. Georgia DOT will reimburse authorized travel use of personal vehicle use. Any travel expenses to relocate to Atlanta, GA. or in order to start work will not be reimbursed. All travel expense reimbursement shall be in accordance with State Accounting Office Travel Policy.

The Department has 12 holidays, and 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. 2 weeks or greater). Consultant must have a cell phone which can be used for business calls. GDOT does not provide free parking at One Georgia Center. All routine commuting expenses are the responsibility of the candidate.