Support Specialist with Emphasis on Geographic Information Systems (GIS)

Milsoft Utility Solutions, Inc.; Abilene (TX); Remote; USD 60,000 - 85,000; Full time

Job summary

Milsoft Utility Solutions, Inc. is seeking a GIS Support Specialist with emphasis on Geographic Information Systems to provide frontline technical support for GIS and staking products in a 24/7 environment.

You will install, troubleshoot, and resolve issues via phone, email, and remote access, with travel and after-hours on-call responsibilities. Strong Esri GIS knowledge and field staking software experience are required.

Qualifications

• Bachelor's degree in GIS, Geography, Electrical Engineering, Computer Science, or IT (or equivalent experience).
• Proficiency in Esri ArcGIS Desktop/Pro required; ArcGIS Online a plus.
• Understanding of coordinate systems and spatial file formats (Shapefiles, Geodatabases, GeoJSON).
• Familiarity with MultiSpeak or CIM standards for utility data integration is preferred.
• Experience with Python (ArcPy) or SQL queries for data management.
• Knowledge of cloud-based spatial data or Enterprise Geodatabases (SDE) is a plus.
• Must communicate effectively with customers, both verbally and in writing.

Responsibilities

• Resolve technical support inquiries through remote troubleshooting to ensure GIS and Staking products function properly.
• Advise customers on system settings and configurations to improve performance and user experience.
• Capture customer concerns as detailed tickets for the Development team with reproduction steps.
• Translate operations and system processes into clear instructions or knowledge articles.
• Document all customer interactions in the ticketing system.
• Adapt to new technologies and software changes through product release cycles.

Skills

Coordinate systems knowledge

Customer support

Troubleshooting

GIS knowledge

Education

Bachelor's degree in GIS/Geography/CS/IT

Tools

Esri ArcGIS Desktop/Pro

ArcGIS Online

ArcPy (Python)

SQL queries

Enterprise Geodatabases (SDE)

Job description

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