GIS IT Support Specialist

Job Title: GIS IT Support Specialist
Location: Atlanta, GA(Hybrid)
Duration: 4+ months Contract (High possibility of extension)

Job Description:
Position Summary:
The client is seeking 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. Client custom, Esri Web/Experience Builder, and Esri Enterprise Portal applications), cloud products (e.g. ArcGIS Online and SiteScan), and mobile products (Field Maps).

Roles:

• 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 the client's GIS User Group and conduct training programs to support the client's 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.
• The client's GIS applications support GIS feature mapping, project planning, emergency operations, permitting, safety, traffic records, etc.
• NOTE: While the intent may be a long-term tenure, this position is subject to annual budget restrictions. The initial contract is through the end of this fiscal year and is anticipated to be renewed July 1st.

Responsibilities:

• Acts as 1st line/tier of GIS technical support for the 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
• Develop client's GIS User Group, resources, and assists in training material creation

Required Skills:

• Bachelor s degree in related field from accredited college or university.
• Knowledge and experience with Esri ArcGIS Desktop (ArcMap/ArcGIS Pro).
• Passion to provide excellent customer service and build effective customer relationships.
• Excellent communication, interpersonal, collaboration, and teamwork skills.

Highly Desired Skills:

• Graduate GIS Certificate, URISA GISP, Esri ArcGIS Certification, or other related GIS.
• Experience with ArcGIS Online or ArcGIS mobile applications.
• Experience working with Esri geodatabases (e.g. mapping, editing, analysis), or any other GIS data development/management experience.