Calance Job Opening

Job TitleEsri ArcGIS IT Support Specialist 1 - ID:36040
Duration12 Months
Start DateASAP
Job SkillsEsri, ArcGIS, Tech support
LocationAtlanta, GA
Date Posted08/21/2020

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Our client, a leading provider of computing, applications management, IT procurement, network, and telecommunications services to public organizations, is looking to hire an Esri ArcGIS IT Support Specialist 1.

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 the client's 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.

• Acts as 1st line of GIS technical support for the 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
• 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 the client's GIS User Group, resources, training materials, and website
• Follows the client's IT policies, procedures, guidelines and standards

Candidate will be working in the Enterprise GIS Team of the client's 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.

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

Who is Calance?
Calance is a global IT company with operations in the United States, Canada and India. Over the years, Calance has grown organically and has acquired numerous successful IT Services firms along the way. As a result, the company today is a mix of diverse cultures, talents and expertise that collaborate globally to bring our best capabilities and thinking to clients. Calance also offers benefits which includes Medical, Dental, Vision care and 401K.

Calance - the place to grow.

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Atlanta, GA ~ (866) 951-1151

Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service,
Security, SAP, Project Control Integration and IT Staffing.Operating in the United States and India,
Calance helps clients bring their ideas and strategies to life through talent, technology and tenacity.

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