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GIS IT Support Specialist

3 months ago

Atlanta, United States Rose International Full time

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:

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). 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 Client GIS User Group and conduct training programs to support Client 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. Client GIS applications support GIS feature mapping, project planning, emergency operations, permitting, safety, traffic records, etc.

Skill Required / Desired Amount of Experience

Bachelor’s degree in related field from accredited college or university Required

Knowledge and experience with Esri ArcGIS Desktop (ArcMap/ArcGIS Pro) Required 3 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

Responsibilities:

Acts as 1st line/tier of GIS technical support for 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.

Develops Client 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.

Client 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). Client 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 Client and Client policies, procedures, standards, guidelines, and accepted best practices.

The position end date is set for the end of the Client Fiscal Year. Client may exercise the option to renew contracts in one-year increments. Several successful consultants have continued working for several years with contract extensions. However, Client 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 Client telework policies.

Client will reimburse authorized travel expense lodging and meals. Client will reimburse authorized travel use of a personal vehicle. Any travel expenses to start work or relocate to Client 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.

Client does not provide free parking. All routine commuting expenses are the responsibility of the consultant.

  • **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

  • **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**

Benefits:

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).