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Under general supervision, provides Esri ArcGIS end user support on a continuing basis, either by phone, online, or site visit. Troubleshoots end-user problems. Coordinates with IT staff on issues, helps users to be more productive.
The Georgia Dept. of Transportation (GDOT) desires an Esri ArcGIS end user support specialist to analyze, troubleshoot, and resolve technical support requests. Contacts users to clarify, isolate, replicate, and troubleshoot issues. Resolves or escalates issue to more experienced staff. Provides user instruction/guidance. Assists GIS/IT Teams in implementing solutions. May develop and conduct training programs to support GDOT GIS User Group.
Responsibilities:
- Acts as 1st line/tier of GIS technical support for GDOT
- Validates operation of virtual ArcGIS Desktop and ArcGIS Pro 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
- Develops, updates, or maintains system/technical documentation as needed
- Performs a variety of special projects and assignments and provides on-call support as needed
- Develops GDOT GIS User Group, resources, and assists in training material creation
Work Terms and Conditions:
- Candidate will be working in the GDOT Office of IT Applications. Candidates will work with supporting IT team
members (database, network, server, etc.) and interacting with business units. The candidate will follow
internal GDOT standards, and accepted best practices for developed solutions.
- The position end date is set for the end of the Georgia DOT fiscal year. Georgia DOT may exercise the option
to renew contracts in one year increments. Several successful consultants have continued working for several
years with contract extensions. However, Georgia DOT is under no obligation to extend contracts and may
terminate employment at any time.
- All candidates shall be s or present a valid Permanent Residence Card (aka \"\"). Proof
will need to be provided for on-boarding. Do not submit candidates with a temporary US visitor Visa or H1-B
Visa as they will not be considered.
- At present, consultant may have the option to telework up to 4 business days, with one business day required
in the office. When teleworking, consultant must have suitable internet connection and environment to comply
with GDOT telework policies.
- Upon hiring and creation of user account, consultant is to pick-up ID/Security badge and computing
equipment at One Georgia Center work location at no travel expense to GDOT.
- Georgia DOT will reimburse authorized travel expense lodging and meals. Georgia DOT will reimburse
authorized travel use of a personal vehicle use. Any travel expenses to relocate to Atlanta, GA or in order to
start work will not be reimbursed. All travel expense reimbursement shall be in accordance with State
Accounting Office Travel Policy: https://sao.georgia.gov/state-travel-policy
-The Department has 12 holidays, which consultants are not allowed to work nor make up any time for those
holiday weeks without management's approval. Consultants are not to take extended leave during their first
year of service (e.g. 2 weeks or greater).
- 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 candidate. Required/Desired Skills Skill Required /Desired Amount of Experience Bachelor's degree in related field from accredited college or university Required 0 Knowledge and experience with Esri ArcGIS Desktop and or 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 related mobile applications Highly desired 0 Experience working with Esri geodatabases, or any other GIS data 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
