Field Engineer – Senior, Mid, Junior

Blackwatch International Corporation

Field Engineer positions supporting the United States Patent and Trademark Office's IT services. Handling end user technical support and collaboration for remote and onsite users.

Posted 4/14/2026full-timeAlexandria • Virginia • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Ability to obtain Public Trust (or higher if required)
U.S. Citizenship required: Yes, with Real ID

ATS Keywords

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Applicant Tracking System Keywords

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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