GIS IT Support Specialist

Interview Type: Web Cam Interview Only

Work Arrangement: Hybrid

Engagement Type: Contract

Short Description:

Under general supervision provides Esri ArcGIS end user/customer support on a continuing basis either by phone online or site visit. Troubleshoots enduser problems. Coordinates with IT staff on issues helps users to be more productive with ArcGIS.

Complete Description:

Job Summary:

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 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 GDOT GIS User Group and conduct training programs to support GDOT 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 developers2 System Administrators a data manager and team leader. The team supports over 180 ArcGIS Desktop users and approximately 60000 annual ArcGIS web visits. GDOT 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 for GDOT

Validates operation of virtual ArcGIS Desktop environments and enterprise GIS applications

Provides excellent customer service followup and followthrough 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 oncall supports needed

Develops updates or maintains system/technical documentation as needed

Develops GDOT GIS User Group resources and assists in training material creation

Work Terms and Conditions:

8 Hour workdays on a fixed schedule (i.e. not a flexschedule) starting no earlier than 7:00AM Eastern Time starting no later than 9:00AM Eastern Time Monday Friday 40 hours per week.

GDOT has NOT specified a number of days onsite vs remote. However local candidates (i.e. able to come in office) will be preferred over out of state candidates (i.e. remote worker). GDOT prefers candidates who can demonstrate they have the capability to work a hybrid work schedule which is a combination of remote and inoffice work. Candidate capacity (i.e. days they could come into the office) to work a hybrid work schedule will be discussed during interviews.

The consultant will follow all applicable State of Georgia and GDOT policies procedures standards guidelines and accepted best practices.

The position end date is set for the end of the GDOT Fiscal Year. GDOT may exercise the option to renew contracts in oneyear increments. Several successful consultants have continued working for several years with contract extensions. However GDOT is under no obligation to extend contracts and may terminate employment at any time.

When teleworking or working remotely consultant must have suitable internet connection and environment to comply with GDOT telework policies.

GDOT will reimburse authorized travel expense lodging and meals. GDOT will reimburse authorized travel use of a personal vehicle. Any travel expenses to start work or relocate to Georgia or will not be reimbursed. All travel expense reimbursement shall be in accordance with State Accounting Office Travel Policy: