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Geographic Information Systems IT Support Technician
2 months ago
Position Overview:
Under general supervision, the role involves providing ongoing support for Esri ArcGIS users, addressing inquiries via phone, online, or in-person visits. The specialist will troubleshoot user issues and collaborate with IT personnel to enhance user productivity with ArcGIS.
Detailed Responsibilities:
Job Summary:
The organization is in search of an Esri ArcGIS support specialist to evaluate, troubleshoot, and resolve technical support inquiries. These inquiries will relate to ArcGIS Desktop (including ArcMap and ArcPro), Enterprise applications, cloud services, and mobile applications. The specialist will review and prioritize support tickets, reaching out to users to clarify and gather necessary information to isolate and resolve issues. If necessary, they will escalate more complex problems to senior staff members. Additionally, the specialist will provide user training and assist GIS/IT teams in implementing solutions and creating documentation.
The candidate will work within the Enterprise GIS Team of IT Applications, primarily collaborating with EGIS and IT team members while interacting with end users. They will adhere to established guidelines for ticket resolution.
The Enterprise GIS team consists of developers, system administrators, and a data manager, supporting a significant number of ArcGIS Desktop users and web visits. The GIS applications assist in various functions, including mapping, project planning, and emergency operations.
Required Skills and Experience:
- Bachelor's degree in a relevant field from an accredited institution is required.
- Proficiency with Esri ArcGIS Desktop (ArcMap/ArcGIS Pro) is required, with a minimum of 3 years of experience.
- Graduate GIS Certificate, URISA GISP, Esri ArcGIS Certification, or similar credentials are highly desired.
- Experience with ArcGIS Online or mobile applications is highly desired.
- Familiarity with Esri geodatabases or GIS data management is highly desired.
- A strong commitment to customer service and relationship building is essential.
- Excellent communication, collaboration, and teamwork skills are required.
Key Responsibilities:
- Serve as the primary point of contact for GIS technical support.
- Validate the functionality of virtual ArcGIS Desktop environments and enterprise GIS applications.
- Deliver exceptional customer service, ensuring follow-up and resolution of customer inquiries.
- Coordinate with IT staff to address technical issues and provide solutions, consulting with Esri support as necessary.
- Instruct users on the effective use of Esri ArcGIS solutions and applications.
- Assist with GIS upgrades and projects, providing on-call support as needed.
- Develop and maintain technical documentation and resources.
- Facilitate the development of a Client GIS User Group and assist in creating training materials.
Work Conditions:
- Standard 8-hour workdays on a fixed schedule, Monday to Friday.
- Local candidates preferred, with the possibility of a hybrid work schedule.
- Adherence to all organizational policies and procedures is required.
- Travel expenses will be reimbursed according to established policies.
- Consultants must have a suitable internet connection for remote work.
Benefits:
For details on employment benefits associated with this position, please refer to the company's official resources.
Equal Opportunity Employer:
The organization is an Equal Opportunity Employer, considering all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
