It Support Specialist

We desires an Esri ArcGIS end user Support Specialist to analyze, troubleshoot, and resolve technical support requests. Contacts users to clarify, isolate, replicate, and troubleshoot issues. Resolves or escalates issue to more experienced staff. Provides user instruction/guidance. Assists GIS/IT Teams in implementing solutions. May develop and conduct training programs to support GDOT GIS User Group.
Responsibilities:

• Acts as 1st line/tier of GIS technical support for GDOT
• Validates operation of virtual ArcGIS Desktop and ArcGIS Pro 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

• Develops, updates, or maintains system/technical documentation as needed
• Performs a variety of special projects and assignments and provides on-call support as needed
• Develops GDOT GIS User Group, resources, and assists in training material creation

Work Terms and Conditions:

• Candidate will be working with 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 accept best practices for developed solutions.

• 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.

• Local consultants are not expected to travel. However, in the event it is needed, Georgia DOT will reimburse

authorized travel expenses lodging, and meals. Georgia DOT will reimburse authorized travel use of
personal vehicle use. Any travel expenses to relocate to Atlanta, GA. or in order to
start work will not be reimbursed. All travel expense reimbursement shall be in accordance with State
Accounting Office Travel Policy: https://sao.georgia.gov/state-travel-policy

• The Department has 12 holidays, and 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. 2 weeks or greater).

• Consultant must have a cell phone which can be used for business calls.
• GDOT does not provide free parking at One Georgia Center. All routine commuting expenses are the

responsibility of the candidate.