GDOT GIS IT Support Specialist

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.

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.

NOTE: While the intent may be a longterm tenure this position is subject to annual budget restrictions. The initial contract is through the end of this fiscal year and is anticipated to be renewed July 1st.


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:
• The Department has 13 holidays which consultants are not allowed to work nor make up any time for those holiday weeks without managements approval. Consultants are not to take extended leave during their first year of service (e.g. greater than 1week).
• Consultant must have cell phone which can be used for business calls.
• GDOT does not provide free parking. All routine commuting expenses are the responsibility of the consultant.

Required/Desired Skills Skill Required /Desired Amount of Experience Bachelors degree in related field from accredited college or university Required 0 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 Highly desired 0 Experience with ArcGIS Online or ArcGIS mobile applications Highly desired 0 Experience working with Esri geodatabases (e.g. mapping editing analysis) or any other GIS data development/management experience Highly desired 0 Passion to provide excellent customer service and build effective customer relationships Required 0 Excellent communication interpersonal collaboration and teamwork skills Required 0 Questions No. Question Question1 Absences greater than two weeks MUST be approved by CAI management in advance and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement Question2 What is your candidates email address Question3 The maximum markup for this engagements ######## is ###. To be competitive on pricing a markup below the ### threshold is suggested. Do you agree to propose a markup at or below ### Question4 If selected for engagement your candidates hourly Pay Rate must be at least ############ Your candidate can be paid more; however the hourly SRP Rate cannot exceed ############ Do you agree to these requirements Question5 This assignment is contingent upon customer renewal and availability of adequate funding. Do you agree to this requirement Question6 If selected for engagement your candidate will be expected to start no later than 2 weeks 10 business days) after the clients selection date Do you agree to this requirement Question7 This position is Hybrid (Remote and Onsite). The candidate first day is onsite and onsite on demand basis. Preference will be given to candidate local to Atlanta Metro area / State of Georgia. Indicate if candidate has fulltime residency within the Atlanta Metro area within the State of Georgia or if candidate resides outside of the State of Georgia. Question8 Preference will be given for candidates who are US Citizens Permanent Residence Card (aka Green Card) or have Employment Authorization Document (EAD). Indicate if candidate citizenship or visa status is a US Citizen Permanent Residence Card EAD H1B or Other. Question9 This position is in Atlanta GA. Your consultant is required to travel to Atlanta for their first day for onboarding. Travel will be at no expense to GDOT in order to obtain your candidates computing equipment and ID/Security badge. Do you accept this requirement Question10 GDOT will not be providing any raises within the first 2 years. After that point the rate increase will be based on performance and budget dependent. Do you accept this requirement Question11 While the intent may be a longterm tenure this position is subject to annual budget restrictions. The initial contract is through the end of this fiscal year and is anticipated to be renewed July 1st. Do you accept this requirement