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GIS Outreach & Support

Augment Global Solutions | Laurel MD 20707 USA | Full Time, Contract | Posted: 08/28/2020

Job Descriptiontop

Category:          GIS         

Title:                   GIS User Outreach and Support (06-07) 

Location(s):        Annapolis Junction, Maryland

Required Security Clearance:   Active TS/SCI with appropriate agency Polygraph

What You'll Do

Join an established outreach team that supports users and developers of geospatial software and services. Members of the outreach team should be comfortable engaging with users and troubleshooting their problems, creating instructional guides, creating training materials, understanding and documenting critical user workflows, and giving presentations in a variety of formats.

    • Troubleshoot and provide initial support for a variety of software issues
    • Answer help questions via a ticketing queue (currently using JIRA Service Desk), phone, email and instant messenger 
    • Identify and document  bugs and issues
    • Maintain a knowledge base of common ticket responses 
    • Gather and document user requirements
    • Create and maintain training courses for various software products
    • Teach new users and brief existing users about various software products and new features via in-person presentations and video teleconferences as well as individualized walkthroughs 
    • Gather feedback and communicate user requests and concerns
    • Serve as product specialists for geospatial commercial software and in house developed services and products.
    • Stay abreast with latest developments in GIS and associated technologies

Qualifications and Technical Knowledge

    • Experience in working with geospatial software, Esri products preferred
    • Thorough understanding of geospatial techniques, analysis, and data structure 
    • Experience working in customer service or user support for a software product, preferably in a classified environment
    • Experience using JIRA and Confluence
    • Ability to create and maintain a knowledge base and troubleshooting articles

What’s in It for You?

    • Flexible work environment
    • A team mentality – work with friendly, like-minded professionals
    • Work with innovative, cutting edge technologies
    • Enjoy extremely competitive compensation and benefits
    • A work-life balance you can count on
    • Opportunities to grow and advance your career on our dime


    • Amazing benefits including matching 401k, profit sharing, fully paid medical, and more


    • Generous paid time off – including paid site closure days


    • Competitive salary offerings


    • Generous paid training and tuition reimbursement


    • Referral bonuses


    • Fully paid life and disability


    • Annual logo wear allowance


    • Company sponsored events (game nights, holiday party, summer party, happy hours)

Required Security Clearance: Active TS/SCI with an appropriate agency Polygraph is required

U.S. Citizenship is required


Job Detailstop

Location Laurel, MD, 20707, United States
Categories Counter Intelligence & /SIGINT/HUMINT/MASINT, GIS Imagery & IMINT, Computer Software, Computer Hardware, Government
Sec Clearances Top Secret/SCI with Full-scope Polygraph, Top Secret/SCI with CI Polygraph, Top Secret/SCI with Polygraph

Location Maptop

Contact Informationtop

Contact Name Brian Lightfoot
How to apply A resume is required to apply to this job. Applications are sent to employer via email. Click on the link below and follow instructions.
Apply Click Here (apply to job)
Primary Phone 832-683-5402
Job Code 6