Blackwatch International Corporation

Field Engineer – Senior, Mid, Junior

Blackwatch International Corporation

full-time

Posted on:

Location Type: Hybrid

Location: Alexandria • Virginia • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

Tech Stack

ITSMServiceNow

About the role

  • Install, configure, and deploy hardware, software, and peripheral equipment, including PCs, printers, and network-connected devices
  • Perform system setup, imaging, and configuration in accordance with established standards and security requirements
  • Troubleshoot and resolve hardware, software, and operating system issues across end-user environments
  • Provide deskside and remote technical support to end users via phone, email, virtual tools, and in-person interactions
  • Diagnose and repair equipment failures, coordinating with vendors for warranty support and replacements as needed
  • Perform routine maintenance activities, including system updates, patching, firmware upgrades, and hardware inspections
  • Support user account management, access control, and permissions in accordance with organizational policies
  • Monitor and resolve network connectivity issues, ensuring optimal system performance and reliability
  • Manage and track service requests and incidents through the ticketing system, ensuring compliance with SLAs
  • Document technical procedures, configurations, troubleshooting steps, and resolutions in knowledge base systems
  • Conduct follow-up with end users to confirm issue resolution and ensure customer satisfaction
  • Support equipment deployments, moves, adds, and changes (MAC activities), including installation and relocation of IT assets
  • Maintain accurate asset tracking and inventory records, including updates to asset management systems
  • Assist in the development and improvement of Knowledge Base Articles (KBAs) and standard operating procedures
  • Provide user training and guidance on IT systems, tools, and best practices
  • Analyze recurring issues, perform root cause analysis, and implement corrective actions to prevent future incidents
  • Generate reports and provide status updates for management review and operational tracking
  • Collaborate with cross-functional teams, vendors, and stakeholders to support projects and resolve technical issues
  • Participate in Agile team activities, contributing to continuous improvement and efficient service delivery
  • Lead or support technical tasks and initiatives based on experience level, including mentoring junior staff as needed
  • Ensure adherence to security policies, compliance requirements, and organizational standards
  • Support special projects, system upgrades, and enterprise IT initiatives as assigned

Requirements

  • High school diploma required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field preferred
  • Minimum of 2–10+ years of experience in IT field support, desktop support, or systems engineering depending on level (Junior, Mid, Senior, SME)
  • Hands-on experience installing, configuring, maintaining, and troubleshooting PCs, printers, peripherals, and end-user devices
  • Experience supporting Windows operating systems and enterprise desktop environments
  • Working knowledge of hardware and software diagnostics, repair, and system maintenance procedures
  • Experience performing system imaging, software deployment, and workstation setup/configuration
  • Familiarity with IT service management tools (e.g., ticketing systems such as SMP, ServiceNow, or equivalent)
  • Ability to troubleshoot network connectivity issues and basic understanding of IP networking concepts
  • Experience providing deskside, remote, and phone-based technical support to end users
  • Strong documentation skills with the ability to maintain accurate records of incidents, configurations, and resolutions
  • Ability to follow established procedures while independently resolving technical issues in the field
  • Experience working in Agile or team-based IT support environments
  • Strong communication and customer service skills with the ability to support end users effectively
  • Ability to prioritize and manage multiple assignments in a fast-paced environment
  • Ability to lift and move IT equipment up to 50 lbs. and perform physically active field work as required
  • Valid driver’s license and ability to travel locally between USPTO sites and support locations (if applicable)
  • U.S. Citizenship required
  • Ability to obtain and maintain a Public Trust clearance or higher
  • Preferred Certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent
  • Experience supporting federal or large enterprise IT environments
  • Familiarity with enterprise imaging, endpoint management, and automation tools (e.g., SCCM or similar)
  • Experience performing root cause analysis and contributing to continuous improvement initiatives
  • Experience in a leadership or lead technician capacity supporting junior staff or coordinating field operations
Benefits
  • Ability to obtain Public Trust (or higher if required)
  • U.S. Citizenship required: Yes, with Real ID
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
installing hardwareconfiguring softwaretroubleshootingsystem imagingnetwork connectivitysystem maintenanceuser account managementroot cause analysistechnical supportasset management
Soft Skills
communicationcustomer servicedocumentationproblem-solvingtime managementteam collaborationmentoringindependent resolutioncustomer satisfactionprioritization
Certifications
CompTIA A+CompTIA Network+CompTIA Security+Microsoft certificationsPublic Trust clearance