About the Role
We are seeking a talented and motivated
GIS Specialist
to join our Help Desk team. The GIS Specialist will provide technical support, troubleshooting, guidance, and training to customers using GIS applications and services.
This position will serve as a primary point of contact for GIS-related questions and technical issues. The successful candidate will work closely with the GIS team, customers, and development teams to resolve problems, support application testing, develop training materials, and help customers effectively use GIS technology to create and maintain spatial solutions.
The ideal candidate will have hands-on experience with
ArcGIS Pro
, strong customer service and communication skills, and the ability to explain technical GIS concepts clearly to users with varying levels of technical expertise.
Key Responsibilities
Provide
first-level GIS technical support
to customers through Microsoft Teams meetings, Teams chat, email, and other approved support channels.
Troubleshoot, diagnose, and resolve GIS-related technical issues in a timely and customer-focused manner.
Assist customers with GIS applications, workflows, data, tools, and spatial analysis.
Provide guidance and technical assistance to help customers effectively use available GIS products and services.
Conduct
individual and group training sessions
to improve customers' understanding and use of GIS applications.
Develop training materials, user guides, technical documentation, and other support resources.
Collaborate closely with members of the GIS team to investigate complex issues and identify appropriate solutions.
Work with development teams to identify, document, test, and communicate software defects, enhancements, and potential improvements.
Participate in
application testing
, quality assurance activities, and project-related GIS support.
Assist with developing and maintaining GIS standards, procedures, workflows, and best practices.
Help customers create their own
spatial solutions
when appropriate, while providing guidance on technical standards, GIS best practices, and available tools.
Monitor and stay current with emerging GIS technologies, applications, capabilities, and industry trends.
Translate technical GIS concepts into clear, understandable instructions for customers and non-technical users.
Document customer issues, troubleshooting steps, resolutions, and recommendations as required.
Identify recurring issues and recommend improvements to GIS applications, documentation, training, and support processes.
Work independently while maintaining effective communication and collaboration with the GIS team.
Perform additional GIS-related duties and problem-solving activities as assigned.
Required Qualifications
Minimum
2 years of professional experience in a GIS-related position
.
Hands-on experience with
Esri ArcGIS Pro
.
Strong written and verbal communication skills.
Excellent customer service and interpersonal skills.
Strong analytical, troubleshooting, and problem-solving abilities.
Ability to explain GIS concepts and technical solutions clearly to users.
Demonstrated ability to provide
training and technical guidance
to customers or end users.
Ability to manage assigned responsibilities independently while working effectively as part of a team.
Strong willingness and ability to learn new GIS technologies and applications.
Ability to work standard
Eastern Time Zone business hours
.
Must be authorized to work and reside within the
United States
.
Preferred Qualifications
Experience with one or more of the following is highly desirable:
ArcGIS Online
ArcGIS Survey123
ArcGIS Field Maps
GIS application testing and quality assurance
GIS technical documentation and user-guide development
End-user training and technical support
Spatial analysis and GIS workflow development
Customer-facing GIS support environments