Job Description
Position: IT Support Specialist
Description:
The Georgia Dept. of Transportation (GDOT) 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 WebExperience Builder, and Esri Enterprise Portal applications), cloud products (e.g., ArcGIS Online and SiteScan), and mobile products (Field Maps).
The candidate will follow guidance in providing ticket resolutions and using knowledgebase articles. They will develop the GDOT GIS User Group and conduct training programs to support its members. The specialist will work in the Enterprise GIS Team of IT Applications, primarily collaborating with EGIS and IT team members while interacting with end users and IT teams to implement solutions and prepare documentation and guidance.
Responsibilities include reviewing and triaging submitted support tickets, contacting users to clarify issues, gather information, isolate, replicate, and troubleshoot problems; resolving or escalating issues to more experienced staff. The candidate will also provide user instruction to enhance productivity with Esri ArcGIS solutions.
Requirements: Acts as first 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 technical documentation resource as needed.
Develops GDOT GIS User Group resources and assists in training material creation.
Must have suitable internet connection and environment for teleworking in compliance with GDOT policies.
Consultant must have a cell phone for business calls.
Functions 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, enabling customers to be more productive with GIS.
Assists team with GIS upgrades, projects, and provides on-call support as needed.
Develops, updates, or maintains system documentation and guidance.
Benefits: 8-hour workdays on a fixed schedule (Monday - Friday, 40 hours per week). Hybrid work schedule preferred; local candidates favored.
Possibility of annual contract renewal; no obligation to extend, consultancies may end early.
Authorized travel expenses for lodging and meals reimbursed as per State Accounting Office Travel Policy.
Use of personal vehicle for authorized travel will be reimbursed.
Thirteen holidays per year (consultants cannot work or make up time during holidays without approval).
Extended leave (>1 week) not permitted in the first year.
Telework flexibility depending on job capacity; all routine commuting expenses are the responsibility of the consultant.
No free parking provided.
Job Tags
Holiday work, Contract work, Local area, Remote job, Monday to Friday,