GIS IT Support Specialist - Apollo Technology Solutions LLC
Atlanta, GA
About the Job
Job Title: GIS IT Support Specialist
Location: Atlanta, GA/ Hybrid
Duration: 7+ Months
Job Description:
Location: Atlanta, GA/ Hybrid
Duration: 7+ Months
Job Description:
- 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 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
- 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
- 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- Desired
- 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
Source : Apollo Technology Solutions LLC
