GIS IT Support Specialist

Job Title: GIS IT Support Specialist

Location: Atlanta, GA 30308

Pay Rate: $24/hr. on 1099 all-inclusive without benefits

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. GDOT 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 issues to more experienced staff. 
• Provides user instruction/guidance. 
• Assists GIS/IT Teams in implementing solutions and preparing documentation/knowledgebase articles. 
• Will develop GDOT GIS User Group and conduct training programs to support GDOT GIS User Group.
• The candidate will be working in the Enterprise GIS Team of IT Applications. 
• Candidates will primarily work with EGIS and IT team members and interact 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. GDOT 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 GDOT
• 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, and projects, and provides on-call support needed
• Develops, updates, or maintains system/technical documentation as needed
• Develops GDOT GIS User Group, and resources, and assists in training material creation