Support Analyst ll-GIS Regulated Industries

NextGenEnergyJobs; Vienna, Northern (VA, KY); Hybrid; USD 85,000 - 105,000; Full time

Benefits offered by this job

Health and welfare benefits

401(k) and profit-sharing

Paid vacation and holidays

Job summary

NextGenEnergyJobs is seeking a Support Analyst ll-GIS Regulated Industries in Vienna, VA, to deliver real-time technical support for Esri products. You’ll analyze complex GIS issues, document cases in the CRM, and stay current with product releases while mentoring peers.

The role requires 2+ years of GIS-oriented customer service, strong communication skills, and US citizenship with the ability to obtain a security clearance. Competitive benefits are highlighted.

Qualifications

• Bachelor’s or Master’s degree in a STEM field as listed.
• 2+ years of customer service in a technical setting focused on GIS.
• Experience communicating with customers of varying technical levels.

Responsibilities

• Provide high-quality technical support via email, chat, or phone.
• Analyze issues, identify core problems, and articulate solutions.
• Stay current on Esri releases and expand product knowledge.
• Document cases thoroughly in the CRM system.
• Mentor peers and share best practices.

Skills

GIS expertise

Customer service

Troubleshooting

Python basics

Communication with customers

Education

Bachelor's degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field

Master's degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field

Tools

ArcGIS Online

ArcGIS Pro

ArcGIS Enterprise

Python

Job description

Support Analyst ll-GIS Regulated Industries

If you don’t meet all of the preferred qualifications for this position, we encourage you to still apply!

Key Responsibilities

• Embrace innovative thinking . Provide high-quality technical support by responding in real-time to customer needs in cases submitted via email, chat, and/or phone interactions.
• Empower our customers to be successful . Analyze customer issues to identify, understand, and articulate the core problem and potential solutions.
• Become a technical expert . Stay current on new releases and learn multiple products to continuously expand the breadth of work supported within the Esri platform.
• Fostering an environment of helpfulness and collaboration . Partner with team members to identify common patterns, align on the best path forward, and solve cases.
• Understand our customers . Maintain comprehensive case documentation in our customer relationship management (CRM) system to better understand the mission and activities of our customers.
• Be a mentor . Coach peers on areas of technical specialty. Exchange insights and best practices with peers.

Requirements

• 2+ years of professional and customer service experience in a similar position, supporting similar responsibilities
• Applied knowledge of the usage and performance concepts of ArcGIS Online, ArcGIS Pro, and ArcGIS Enterprise to an industry context
• Experience communicating with customers with varying technical aptitudes in GIS and information technology
• Be self-motivated, a proactive problem solver, team oriented, and creative
• US citizenship and willingness and ability to maintain a US Security Clearance
• Bachelor’s degree in geography, computer science, GIS, information Technology, environmental science, natural resources, or a related STEM field
• Advanced knowledge of Esri software or various software systems, such as ArcGIS Online, ArcGIS Pro, or Enterprise
• Esri Technical Certification
• Professional experience in computer troubleshooting such as such as reading network traffic, python, and/or configuring software
• Master’s degree in geography, computer science, GIS, information technology, environmental science, natural resources, or a related STEM field
• #LI-DS5
• #LI-onsite
• Esri’s competitive total rewards strategy includes industry-leading health and welfare benefits: medical, dental, vision, basic and supplemental life insurance for employees (and their families), 401(k) and profit-sharing programs, minimum accrual of 80 hours of vacation leave, twelve paid holidays throughout the calendar year, and opportunities for personal and professional growth. Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
• A reasonable estimate of the base salary range is