Esri ArcGIS IT Support Specialist 1 (634739)

Agency

Georgia Dept. of Transportation (GDOT)

Job Summary

Under direct supervision, provides Esri ArcGIS user support on a continuing basis either by phone/email, 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 instruction/guidance. Assists GIS/IT 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 status/progress

reports

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

Connects customers to training and other resources to assist them in using the system

Assists in application validation after system updates/upgrades

Assists in data development, obtaining updates, QA/QC, metadata, or map/service 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

Candidate will be working in the Enterprise GIS Team of GDOT IT Applications. Candidates will work with supporting IT team members (database, network, server, etc.) and interacting with business units. The candidate will follow internal Software Development Life Cycle (SLDC), standards, and accepted best practices for developed solutions.

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 Server web visits. Applications support GIS Portal/Online/Hub, feature mapping, project planning, emergency operations, permitting, safety, and traffic records.

The team develops enterprise GIS services, applications, and databases. The team coordinates with client, server, network, and database/data warehouse personnel to support and develop the underlying IT solutions.

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.

Georgia DOT will reimburse authorized travel expense lodging and meals. Georgia DOT will reimburse authorized travel use of a personal vehicle use. All travel expense reimbursement shall be in accordance with State Accounting Office Travel Policy: https://sao.georgia.gov/state-travel-policy

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 submitted for this or any other Job Posting that are currently working under a VISA, Employment Authorization Card, or any other authorized programs of the Federal Government must have a current active VISA or status in order to be submitted. Candidates that have an expired VISA or are in the process of applying for an extension, transfer, or a new VISA, should not be submitted.

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. 1 week or greater). Consultants may not telework or work a compressed work week schedule during their first year of service. Work is on-site and remote or off-site work is not authorized.

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.

During the extent of COVID-19, consultant is expected to telework from home and have suitable internet connection and environment to comply with GDOT telework policies. Upon the resumption of normal work operations, the consultant is expected to work on-site full-time at One Georgia Center, 600 West Peachtree Street NW, Atlanta GA 30308.

GDOT does not provide free parking at One Georgia Center. All routine commuting expenses are the responsibility of the candidate.

Consultant must have cell phone which can be used as a contact for business calls.