GIS IT Support Specialist :: Atlanta, GA (Remote/Hybrid) - ARK Solutions, Inc.
Atlanta, GA 30308
About the Job
Ark Solutions Inc is looking for GIS IT Support Specialist!
Position: GIS IT Support Specialist
Location: Atlanta, GA (Remote/Hybrid)
Duration: 7+ Months and possibility of extension
Description:
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.
Day-to-day Responsibilities:
Position: GIS IT Support Specialist
Location: Atlanta, GA (Remote/Hybrid)
Duration: 7+ Months and possibility of extension
Description:
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.
Day-to-day 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 | 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 | Desired | |
| Experience with ArcGIS Online or ArcGIS mobile applications | Desired | |
| Experience working with Esri geodatabases (e.g. mapping, editing, analysis), or any other GIS data development/management experience | Desired | |
| Passion to provide excellent customer service and build effective customer relationships | Required | |
| Excellent communication, interpersonal, collaboration, and teamwork skills | Required |
Source : ARK Solutions, Inc.
