Title - GIS IT support Specialist
Location - Atlanta, GA
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 developers,2 System
Administrators, a data manager, and team leader. The team supports over 180
ArcGIS Desktop users and approximately 60,000 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, 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
* Assists team with GIS upgrades, projects, and provides on-call 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 flex-schedule), 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 in-office 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 one-year 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:https://sao.georgia.gov/travel/state-travel-policy
[https://sao.georgia.gov/travel/state-travel-policy]
* The Department has 13 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. 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.A
American Technology Consulting