Job Description

Esri ArcGIS IT Support Specialist 1
JobDiva # 20-06764

Help people live their best lives. Eclaro is looking for a Esri ArcGIS IT Support Specialist 1 for our client in Atlanta, GA.  

Eclaro’s client runs a continuous, dynamic, and first-rate delivery of IT services to the public sector - giving people greater access to technology, allowing them to achieve more in their ventures and soar to greater heights. If you’re up to the challenge, then take a chance at this rewarding opportunity!

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.

Position Overview:
  • 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 client 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.
  • Candidate will be working in the Enterprise GIS Team of client 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.

  • Acts as 1st line of GIS technical support for client
  • 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 client GIS User Group, resources, training materials, and website
  • Follows client IT policies, procedures, guidelines and standards
  • Candidate will be working in the client 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 client standards, and accepted best practices for developed solutions.

If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro

If interested, you may contact:
Kath Torres
Kath Torres | LinkedIn

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.


Application Instructions

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