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Job Description:

• 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.

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.