Job Description :
Esri ArcGIS IT Support Specialist for the State of GA
Location: Atlanta GA
Duration: 6+ Months
Client: GDOT

Job Summary:
Under direct supervision, provides Esri ArcGIS user support on a continuing basis either by phone/email, Microsoft Teams, Remote Desktop, or site visit. Receives requests for technical support through GDOT work request system. Contacts customers to clarify, isolate, replicate, and troubleshoot issues. Documents and tracks issues to resolution or escalates to more experienced staff. Provides user instruction/guidance. Assists GIS/IT teams in implementing solutions. May develop and conduct training programs for GIS user group.

Responsibilities:
Acts as 1st line of GIS technical support for GDOT
Provides excellent customer service, follow-up, and follow-through to address customer concerns or needs; acts as a customer liaison
Provides troubleshooting and technical support via phone, email, and desktop screen sharing; clarifies customer issues to obtain necessary information
Provides accurate feedback on technical problems, next steps, and solutions
Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions, consults with Esri support as needed
Creates, updates, and resolves work request tickets; updates work time log; provides status/progress reports
Instructs customers in using Esri ArcGIS solutions and supported applications, enables customers to be more productive with GIS
Develops, updates, or maintains system/technical documentation as needed
Connects customers to training and other resources to assist them in using the system
Assists in application validation after system updates/upgrades
Assists in data development, obtaining updates, QA/QC, metadata, or map/service preparation
Assists in implementing ArcGIS solutions
Performs a variety of special projects and assignments and provides on-call support as needed
Develops GDOT GIS User Group, resources, training materials, and website
Follows GDOT IT policies, procedures, guidelines and standards.
Skills:
GIS Certificate, URISA GISP, Esri ArcGIS Certification
Esri ArcGIS

Client : State of Georgia