IT Support Specialist
: Job Details :

IT Support Specialist Duration 12+ months Web Cam Interview Only Short Description: 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. Complete Description: Job Summary: 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. 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 for - 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 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. - has NOT specified a number of days onsite vs remote. However, 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. Candidate capacity (i.e. days they could come into the office) to work a hybrid work schedule will be discussed during interviews. - The consultant will follow all applicable and 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: Skill Required / Desired Amount of Experience Expertise Rating Move 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 Agency Interview Type: Web Cam Interview Only Work Arrangement: Hybrid