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Job Details


Esri Arc GIS Techncial Support (Contract/Full Time)

Location: Atlanta, Georgia Country: United States of America

Our client is seeking an Esri ArcGIS (Geographic Information System (GIS) user support Technician on a continuing basis either by phone or site visit to troubleshoot end-user problems. Under direct supervision, provides Esri ArcGIS user support on a continuing basis either by phone/email, Microsoft Teams, Remote Desktop, or site visit.Coordinates with IT staff on issues and help users be more productive.

Complete Description:

  • Receives requests for technical support through CLIENT 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.

Responsibilities or Esri ArcGIS Support Technician

  • Acts as 1st line of GIS technical support for 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 reports
  • 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 CLIENT GIS User Group, resources, training materials, and website
  • Follows CLIENT IT policies, procedures, guidelines and standards
  • Candidate will be working in the Enterprise GIS Team of CLIENT 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 other 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.

Work Terms and Conditions:

  • Candidate will be working in the CLIENT Office of IT Applications; social distancing is observed there are typically only 2 to 3 others on the floor at a time, may be less.
  • Candidates will work with supporting IT team members (database, network, server, etc.) and interacting with business units.
  • The candidate will follow internal CLIENT standards, and accepted best practices for developed solutions.
  • If travel is required Client will reimburse authorized travel expense lodging and meals.
  • Client will reimburse authorized travel use of a personal vehicle use.
  • All travel expense reimbursement shall be in accordance with Accounting Office Travel Policy
  • The position end date is set for the end of the Client fiscal year. Client may exercise the option to renew contracts in one year increments. Several successful consultants have continued working for several years with contract extensions.
  • The Department has 12 holidays, which consultants are not allowed to work nor make up any time for those holiday weeks without management's approval.
  • Consultants are not to take extended leave during their first year of service (eg 1 week or greater).
  • Consultants may not telework or work a compressed work week schedule during their first year of service.
  • Work is typically on-site. Remote or off-site work is not authorized. During the extent of COVID-19, consultant is expected to telework from home and have suitable Internet connection and environment to comply with CLIENT telework policies.
  • Upon the resumption of normal work operations, the consultant is expected to work on-site full-time

Required/Desired Skills

  • Knowledge and experience with Esri ArcGIS software Required
  • Knowledge of geospatial and mapping concepts such as GPS, mapping, data editing, spatial analysis, metadata, etc. Required
  • Excellent communication, interpersonal, collaboration, and teamwork skills Required
  • Able to isolate, reproduce, and troubleshoot technical issues Required
  • Positive, professional, independent, self-starter, with good organization skills Required
  • Passion to provide excellent customer service and build effective customer relationships Required
  • Able to use judgement and think before acting Required
  • Graduate GIS Certificate, URISA GISP, Esri ArcGIS Certification, or other related GIS training/certifications Highly desired
  • Experience with ArcGIS Online or related mobile applications Highly desired
  • IT application support or hardware/software troubleshooting experience Nice to have
  • Windows 10 Nice to have
  • Experience working with shapefiles, geodatabases, or any other database experience Highly desired


  • Low stress work environment
  • Promote from within
  • Flexible start times
  • Health, Dental, Vision, 401K


ESG Consulting is an award-winning national provider of diversified information technology consulting services to Fortune 1000, public sector entities, and emerging growth firms nationwide.

Founded in 1986, ESG offers more than 32 years of experience in the IT staffing, Engineering and consulting industry. While local to Atlanta we are headquartered in Santa Clara.

ESG is an equal opportunity company. Our flexible management culture believes in creating a business environment that fosters personal and professional growth and achievement. We make ESG a place where people are treated not as employees but as "partners".

Posted Date: 09 Dec 2020 Reference: JSN634739 Employment Agency: ESG Consulting Contact: Nick