Support Specialist with Emphasis on Geographic Information Systems (GIS)

SUPPORT SPECIALIST (with Emphasis on Geographic Information Systems)

Department:     Support

Reports to:        GIS Lead/VP of Customer Service and Support

Division:            Remote

Classification:   Salary/Exempt/Full-time

JOB SUMMARY

A GIS Support Specialist is responsible for providing frontline technical support services to Milsoft customers, including installation, troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote connection software are utilized to resolve customer issues and achieve customer satisfaction. The position will require some travel and after-hours on-call support time. The role demands a blend of GIS knowledge, Esri-based systems, and field staking software expertise.

ESSENTIAL FUNCTIONS

1. Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all GIS and Staking products and services function properly
2. Advises customers on system settings and configurations that favorably impact software performance and user experience
3. Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team
4. Translate operational and system processes into clear instructions and/or explanations as knowledge articles
5. Document all customer interactions in a support ticketing system
6. Adapt to new technologies and changes in software functionality through continuous product release cycles
7. Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility
8. Any other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the job

QUALIFICATIONS

1. Bachelor’s degree in GIS, Geography, Electrical Engineering, Computer Science, or Information Technology (or equivalent experience/certification)
2. Proficiency in Esri ArcGIS Desktop/Pro required, experience with ArcGIS Online a plus
3. Need an understanding of coordinate systems and spatial file formats (Shapefiles, Geodatabases, and GeoJSON)
4. Familiarity with MultiSpeak or CIM standards for utility data integration is preferred
5. Experience with Python (ArcPy) or SQL queries for data management
6. Knowledge of cloud-based spatial data or Enterprise Geodatabases (SDE) is a plus
7. Must be able to effectively communicate with customers, both verbally and in writing