Esri ArcGIS IT Support Specialist for the State of GA Location Atlanta GA Duration 6 Months Client GDOT Job Summary Under direct supervision, provides Esri ArcGIS user support on a continuing basis either by phoneemail, Microsoft Teams, Remote Desktop, or site visit. Receives requests for technical support through GDOT work request system. Contacts customers to clarify, isolate, replicate, and troubleshoot issues. Documents and tracks issues to resolution or escalates to more experienced staff. Provides user instructionguidance. Assists GISIT teams in implementing solutions. May develop and conduct training programs for GIS user group. Responsibilities Acts as 1st line of GIS technical support for GDOT Provides excellent customer service, follow-up, and follow-through to address customer concerns or needs acts as a customer liaison Provides troubleshooting and technical support via phone, email, and desktop screen sharing clarifies customer issues to obtain necessary information Provides accurate feedback on technical problems, next steps, and solutions Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions, consults with Esri support as needed Creates, updates, and resolves work request tickets updates work time log provides statusprogress reports Instructs customers in using Esri ArcGIS solutions and supported applications, enables customers to be more productive with GIS Develops, updates, or maintains systemtechnical documentation as needed Connects customers to training and other resources to assist them in using the system Assists in application validation after system updatesupgrades Assists in data development, obtaining updates, QAQC, metadata, or mapservice preparation Assists in implementing ArcGIS solutions Performs a variety of special projects and assignments and provides on-call support as needed Develops GDOT GIS User Group, resources, training materials, and website Follows GDOT IT policies, procedures, guidelines and standards. Skills GIS Certificate, URISA GISP, Esri ArcGIS Certification Esri ArcGIS Best Regards, Mark Brown 5975 Shiloh Road, Suite 114, Alpharetta, GA 30005 678-890-1168 Fax 800-268-1754 mailto www.nleague.com httpwww.nleague.com