Support Analyst - Desktop


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Overview


Great software requires hard work by incredibly smart people. Esri Support Services has developed an identity by making sure that we're helpful whenever there is a need. As a Support Analyst, you will connect with people to understand their goals and support their quest to positively impact the world around them. Being proactive and resourceful, you will be able to innovate new and creative solutions to solve our most challenging issues internally and externally while working in a dynamic and high performing environment. Come be part of a team that provides world-class technical support, ensuring our customers achieve success and make effective, smart geospatial decisions all around the globe.

Responsibilities


  • Provide high-quality technical support to end users of Esri software to effectively diagnose and resolve cases, while making a positive impression
  • Resolve technical issues by means of ArcGIS knowledge, specifically using ArcGIS Pro and ArcGIS Desktop
  • Work well in a high-energy, fast-paced, enthusiastic, positive, and collaborative culture
  • Identify, understand, and articulate solutions for customer issues related to ArcGIS Pro and ArcGIS Desktop using Esri tools and other related technologies
  • As the subject matter expert, document technical issues via case tracking which involves authoring, technical editing, and publishing of Knowledge Base articles
  • Interpret user issues to determine or recommend software changes to product engineers
  • Work in other technical areas of software support as customer and business needs require

Requirements


  • Excellent customer service, troubleshooting, analytical, and problem-solving skills
  • 1+ years working with ArcGIS Pro and/or ArcGIS Desktop
  • Ability to patiently communicate technical information clearly and concisely
  • Fluent in English with proficient written and verbal communication abilities
  • Proven record of multitasking while managing time and work load wisely
  • Ability to learn new concepts quickly, retain large amounts of information, and adapt to a changing work environment
  • US citizenship and ability and willingness to obtain a security clearance
  • Bachelor’s in GIS, geography, environmental science, computer science, or other relevant field, depending on position level (master's preferred)

Recommended Qualifications


  • Knowledge of how ArcGIS Enterprise and ArcGIS Pro/ArcGIS Desktop function together
  • Background in software support or technical customer service with direct end user contact
  • Expertise in one of the following:
    • Python scripting and debugging of scripts
    • Reading error, crash and performance-based logs
    • Advanced raster functionality and concepts
    • ArcGIS Desktop Extensions such as ArcGIS Network Analyst, ArcGIS Spatial Analyst, ArcGIS Data Interoperability, ArcGIS 3D Analyst, ArcGIS Roads and Highways, etc.
    • ArcGIS Business Analyst Desktop
    • Topology, parcel fabrics, schematics

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.

Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.

Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you need a reasonable accommodation for any part of the employment process, please email humanresources@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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