Job Description – GIS IT Support Specialist

System Soft Technologies is a premier technology company providing exceptional consulting services and solutions that drive innovation, enhance business value, and boost competitiveness. For over 25 years, we have built trusted partnerships with our clients, helping us grow into a $200MM+ enterprise. With the collective resources of over 1,200 associates covering the full spectrum of IT expertise, we anticipate and meet the unique needs of our clients, consistently delivering exceptional quality that exceeds expectations

The ideal candidate will be familiar with the full software design life cycle. They should have experience in designing, coding, testing and consistently managing applications They should be comfortable coding in a number of languages and have an ability to test code in order to maintain high-quality code.

Job Summary

Client is seeking an Esri ArcGIS end user support specialist to analyze, troubleshoot, and resolve technical support requests. Requests will pertain to ArcGIS Desktop (ArcMap 10.6.1 / ArcPro 3.1, Esri Roads and Highways), Enterprise applications (e.g. client custom, Esri Web / Experience Builder, and Esri Enterprise Portal applications), cloud products (e.g. ArcGIS Online and SiteScan), and mobile products (Field Maps). Reviews and triages submitted support tickets. Contacts users to clarify, gather information, isolate, replicate, and troubleshoot issues. Resolves or escalates issue to more experienced staff. Provides user instruction / guidance. Assists GIS / IT Teams in implementing solutions and preparing documentation / knowledgebase articles. Will develop client GIS User Group and conduct training programs to support client GIS User Group.

Candidate will be working in the Enterprise GIS Team of IT Applications. Candidates will primarily work with EGIS and IT team members and interacting with end users / customers. The candidate will follow guidance in providing ticket resolutions.

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 web visits. client GIS applications support GIS feature mapping, project planning, emergency operations, permitting, safety, traffic records, etc.

Responsibilities :

Acts as 1st line / tier of GIS technical support for client

• Validates operation of virtual ArcGIS Desktop 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
• Assists team with GIS upgrades, projects, and provides on-call supports needed
• Develops, updates, or maintains system / technical documentation as needed
• Develops client GIS User Group, resources, and assists in training material creation

Qualifications

Why System Soft Technologies?

At System Soft Technologies, we are united by diversity, inclusion, transparency, respect, integrity, and a deep passion for our clients and team members. Our growth is fueled by your professional development as we collaborate, share ideas, innovate, and invest in our future together. By building meaningful partnerships with our people, we embrace a common purpose to amplify ambitions, expand horizons, and exceed our goals. This synergy keeps us agile, ahead of the competition, and leaders in our industry. Our continued success starts with you.

System Soft Technologies is a proud equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, sexual orientation, or any other characteristic protected by law.