Geographic Information System Specialist

GIS IT Support Specialist

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.

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.

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
• 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

Skills Required / Desired Experience

Bachelor's degree in related field from accredited college or university

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

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

Passion to provide excellent customer service and build effective customer relationships

Excellent communication, interpersonal, collaboration, and teamwork skills