Under general supervision, provides Esri ArcGIS end user 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.

The Georgia Dept. of Transportation (GDOT) desires an Esri ArcGIS end user support specialist to analyze, troubleshoot, and resolve technical support requests. Contacts users to clarify, isolate, replicate, and troubleshoot issues. Resolves or escalates issue to more experienced staff. Provides user instruction/guidance. Assists GIS/IT Teams in implementing solutions. May develop and conduct training programs to support GDOT GIS User Group.

  Responsibilities:

- Acts as 1st line/tier of GIS technical support for GDOT
- Validates operation of virtual ArcGIS Desktop and ArcGIS Pro 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
- Develops, updates, or maintains system/technical documentation as needed
- Performs a variety of special projects and assignments and provides on-call support as needed
- Develops GDOT GIS User Group, resources, and assists in training material creation

Work Terms and Conditions:

- Candidate will be working with the GDOT Office of IT Applications. Candidates will work with supporting IT
  team members (database, network, server, etc.) and interacting with business units. The candidate will follow
  internal GDOT standards and accept best practices for developed solutions.
- The position end date is set for the end of the Georgia DOT fiscal year. Georgia DOT may exercise the option
   to renew contracts in one-year increments. Several successful consultants have continued working for several
   years with contract extensions. However, Georgia DOT is under no obligation to extend contracts and may
   terminate employment at any time.
- Local consultants are not expected to travel. However, in the event it is needed, Georgia DOT will reimburse
  authorized travel expenses lodging, and meals. Georgia DOT will reimburse authorized travel use of
  personal vehicle use. Any travel expenses to relocate to Atlanta, GA. or in order to
  start work will not be reimbursed. All travel expense reimbursement shall be in accordance with State
  Accounting Office Travel Policy: https://sao.georgia.gov/state-travel-policy
-The Department has 12 holidays, and 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 (e.g. 2 weeks or greater).
- Consultant must have a cell phone which can be used for business calls.
- GDOT does not provide free parking at One Georgia Center. All routine commuting expenses are the
  responsibility of the candidate.

Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
Bachelor’s degree in related field from accredited college or university	Required	0
Knowledge and experience with Esri ArcGIS Desktop and or ArcGIS Pro	Required	3	Years
Graduate GIS Certificate, URISA GISP, Esri ArcGIS Certification, or other related GIS	Highly desired	0
Experience with ArcGIS Online or related mobile applications	Highly desired	0
Experience working with Esri geodatabases, or any other GIS data experience	Highly desired	0
Passion to provide excellent customer service and build effective customer relationships	Required	0
Excellent communication, interpersonal, collaboration, and teamwork skills	Required	0

Questions

No.	Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question2	Please list candidate's email address.
Question3	Candidate must be paid AT LEAST - if selected for engagement. Candidate can be paid more; however, the SRP rate cannot exceed -. Do you accept this requirement?
Question4	The maximum mark-up for this engagement’s SRP rate is 35%.  To be competitive on pricing, a mark-up below the 35% threshold is suggested.  Do you agree to propose a mark-up at or below 35%?
Question5	This assignment is contingent upon customer renewal and availability of adequate funding. Do you accept this requirement?