Job Summary: 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. GDOT 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. Under general supervision, provides Esri ArcGIS end user/customer support on a continuing basis, either by phone, online, or site visit. Troubleshoots end-user problems. Coordinates with IT staff on issues, helps users to be more productive with ArcGIS. Provides user instruction/guidance. Assists GIS/IT Teams in implementing solutions and preparing documentation/knowledgebase articles. Will develop GIS User Group and conduct training programs to support GIS User Group. Working in the Enterprise GIS Team of IT Applications. Will primarily work with EGIS and IT team members and interacting with end users/customers. 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. GDOT GIS applications support GIS feature mapping, project planning, emergency operations, permitting, safety, traffic records, etc. Acts as 1st line/tier of GIS technical support for GDOT 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 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 Develops GDOT GIS User Group, resources, and assists in training material creation Consultant must have cell phone which can be used for business calls. Qualifications : Bachelor's degree in related field from accredited college or university required Knowledge and experience with Esri ArcGIS Desktop (ArcMap/ArcGIS Pro) required Graduate GIS Certificate, URISA GISP, Esri ArcGIS Certification, or other related GIS highly desired Experience with ArcGIS Online or ArcGIS mobile applications Experience working with Esri geodatabases (e.g. mapping, editing, analysis), or any other GIS data development/management experience Passion to provide excellent customer service and build effective customer relationships Excellent communication, interpersonal, collaboration, and teamwork skills Benefits: Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics. Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Vision Insurance : Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st. Technical Certification Bonus: Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification. Synectics is an equal opportunity employer. Synectics
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