Job Description

Esri ArcGIS IT Support Specialist
Job Number: 21-01952
 
Help people live their best lives. Eclaro is looking for an Esri ArcGIS IT Support Specialist 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!
 
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
 
Responsibilities:
  • 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
 
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:
Henry Zuniga
henry.zuniga@eclaro.com
2122582147
Henry Zuniga | 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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