Jensen Hughes, Inc. is seeking an experienced Senior Help Desk Specialist with experience providing user support for a wide range of technologies for a newly created position in Baltimore, MD (or otherwise remote within the United States).

An ideal candidate will join a growing company and serve as the primary escalation point for our Help Desk team and will closely interface with other Jensen Hughes IT teams to resolve issues, take the lead interfacing with our international partners providing support outside of the United States, provide end user support to our users worldwide. This role would report to and be supported by an experienced Team Lead and would work closely with other IT and InfoSec teams to accomplish organizational goals.

Work closely with our internal Help Desk Team and act as their primary point of escalation for end user support issues and should have experience with supporting Windows Operating Systems, Office 365, Active Directory, and CAD and BIM products
• Interfacing with other IT teams on escalated issues to find resolutions
• Manage our international support partners and act as their primary point of escalation
• Produce internal documentation for use by both IT teams and end users including how-to guides or configuration documentation
• Monitor inventory levels for computers and other supplies and replenish as necessary
• Multi-task and prioritize various IT issues and projects

• 5 Years' experience providing technical support in a Windows enterprise-level environment
• Strong customer service skills
• Strong verbal and written communication skills
• Strong troubleshooting skills to resolve problems with unfamiliar or specialty software
• Experience supporting engineering software including CAD and BIM tools
• Experience supporting Mobile Device Management tools
• Experience with Information Security and Change Control is a plus
• Project management experience is a plus

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