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GIS Support Specialist

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Silver Spring, MD

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GIS Support Specialist In an effort to meet the needs of our large federal government client, **MEMBERS ONLY**SIGN UP NOW***. (SID), an IT solutions provider located in Rockville, MD, is currently seeking exceptional candidates for a GIS Support Specialist for a federal client located in Silver Spring, MD. Roles and Responsibilities: Manage the NECS ticketing system application, which serves as the Tier 1 help desk for Esri Support for NOAA users. Ensure all tickets are responded to in compliance with NECS documented workflow, policies, and Service Level Agreements (SLAs) Respond to telephone calls, email and personnel requests for Esri support; resolve all tickets within the scope of technical expertise then elevates tickets to NECS Authorized Callers or to Esri Tier 2 Support Maintain all NOAA technical documentation related to the use of Esri software (e.g., selfhelp documents, best practices, manuals, knowledge-base articles, and others as determined by the NOAA GIO) Summarize ticket resolutions and incorporate into knowledge-base articles Coordinate closely with Esri staff to ensure all technical support resources available to NOAA staff are kept current Serve as primary point of contact for the 30 NOAA Esri Authorized Callers under the terms of the Esri ELA Serve as primary point of contact for all NOAA staff on any question or request related to Esri software and/or the NOAA Esri ELA Manage specific requests related to the Esri ELA such as Esri conference pass allocations, Virtual Campus training courses, and/or any other special requests from NOAA users Maintain Esri ELA section of the NOAA GIS Community website (gis.noaa.gov) Develop outreach and communication materials and activities for NOAA staff on topics related to the Esri ELA Provide monthly reports on NECS key performance indicators, as well as ad hoc and special purpose reports on request by the NOAA GIO Lead regular project update meetings, as well as ad hoc and special purpose meetings on request Work with NOAA GIO and NOAA ELA Core Team on special projects and tasks related the to the Esri ELA Conduct an assessment of the NECS by surveying the NOAA GIS community of users to ensure it is meeting the requirements of NOAA Users and of the Esri ELA terms and conditions, and suggest what changes need to be made, if any, to better meet these requirements. Qualifications Minimum of 2-4 experience using Esri software as a GIS analyst, data developer, application developer, and/or system administrator Knowledge of the following Esri software and services offered through the Esri ELA: Hardware (desktop and laptop; license servers) Software (Esri ArcGIS desktop software and extensions; ArcGIS Server; extensions) Services (ArcGIS Online, Esri training courses) Knowledge of Zendesk, an online help desk application that is the basis for the NECS Experience in IT help desk support and/or management Experience in Google Sites web page development and maintenance support Proven experience in standard program and/or project management functions Proficiency in verbal and written communications Founded in 1991, Systems Integration & Development, Inc. (SID) delivers state-of-the-art technical IT solutions to public and private sector clients. Our commitment to every customer is to deliver quality, value, and outstanding service on time and within budget. Our goal is to provide highly qualified information technology services to our customers and help our customers stay ahead of the curve, and meet the challenges and needs of the progressive market.SID provides a progressive work environment with continuous growth, and endorses a collaborative work atmosphere modeled to encourage opportunities from within. SID promotes an environment of continuous learning, allowing our employees to continuously grow and contribute their constant best to the SID team. Our benefits package includes: health, dental, disability, life insurance; paid holiday, paid time off; 401K plan with employer contribution; training reimbursement; metro-check program, etc.SID is an Equal Opportunity/Affirmative Action employer of Females/Minorities/Veterans/Individuals with Disabilities. All qualified applicants will be considered for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship status, marital status, sex, sexual orientation/gender identity, age (40 or over), or genetic information. For more information on SID, please refer to the website at ****

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