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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.