Field Engineer (Senior / Mid / Junior)

Blackwatch International Corporation (Blackwatch) is a small business founded in 2010 and dedicated to supporting Federal business and national security objectives. Our headquarters are in McLean, VA, with satellite offices in Sacramento, CA.

Blackwatch invests in innovation and quality for our customers and staff, holding corporate-level ISO 9001:2015, ISO/IEC 27001:2013, and ISO/IEC 20000-1:2018, CMMC Level 2, and CMMI Level 3 certifications. We are a leading provider of information technology (IT) infrastructure, cybersecurity, DevSecOps, data exploitation, and engineering services, specializing in large and complex projects. Blackwatch is dedicated to growth and offers a dynamic working environment with multiple opportunities for advancement.

Position Location: Alexandria (On-site, Virtual, and Telework support)

Position Type: Full-Time

Years of Experience: 2 to 10+ years

**Please note, this posting is intentionally generic, and we are accepting applications at all pertinent experience levels. **

Security Clearance: Ability to obtain Public Trust (or higher if required)

US Citizenship Required: Yes, with Real ID

Compensation: Salary is dependent on experience

Position Description

The Field Engineer positions will be part of 70-person End User Services and Audio Visual (AV) Collaboration Support team supporting the United States Patent and Trademark Office (USPTO), an agency within the U.S. Department of Commerce, responsible for granting U.S. patents and registering trademarks, playing a vital role in fostering innovation, protecting intellectual property, and supporting economic growth. To carry out this mission, USPTO depends on a modern, secure, and highly available information technology environment that supports a geographically dispersed workforce, extensive telework capabilities, and high-demand public-facing systems. The Office of the Chief Information Officer (OCIO) is central to this effort, delivering reliable, innovative, and secure IT services that enhance productivity, communication, and collaboration for leadership, employees, and external stakeholders.

The Field Engineer positions support the USPTO OCIO mission by providing comprehensive End User Services and Audio Visual (AV) Collaboration Support across enterprise environments, ensuring seamless IT service delivery while advancing modernization and improving the overall user experience. The scope includes support for desktop services across headquarters, regional, and satellite offices, warehouse operations, telework services, and AV and collaboration capabilities, creating a cohesive and resilient IT ecosystem for both on-site and remote users. This project is focused on maintaining reliable operations through the sustainment and enhancement of legacy systems while also enabling modernization through the introduction of innovative technologies and solutions that align with evolving mission needs. The End User Services and Audio Visual (AV) Collaboration Support project supports 12,895 teleworkers in which 96.14% of USPTO employees are teleworking at least one day a week with 11,405 of those teleworkers working from home five days per week. USPTO maintains over 17,800 laptop/desktop computers for employees and on-site support contractors, and over 26,800 printers. The warehouse contains over 190 different IT items with approximately 11,000 serialized items and a total of 20,000 items currently stored.

The Field Engineers support delivery of end user and desktop support services for the USPTO by providing on-site and remote technical support across headquarters, regional offices, and telework environments. The Field Engineers are responsible for the deployment, configuration, maintenance, and troubleshooting of standard desktop equipment, including laptops, monitors, docking stations, peripherals, and associated software, ensuring all systems are properly imaged, patched, and compliant with security requirements prior to delivery. The Field Engineers manage service requests and incidents through the Service Management Platform (SMP), adhering to defined service level agreements by promptly acknowledging, assigning, and resolving tickets while maintaining clear and thorough documentation of all actions taken.

The Field Engineers contribute to baseline imaging and software deployment processes by supporting standardized configurations, applying updates and security patches, and leveraging automated tools to deliver consistent and secure user environments. The position plays a key role in managing onsite IT storage areas and telework depot operations, ensuring appropriate inventory levels, supporting hardware distribution and returns, and assisting users with setup and connectivity for both in-person and remote work scenarios. Field Engineers collaborate within Agile teams, utilizing knowledge base articles, standard operating procedures, and continuous improvement practices to enhance service delivery, streamline workflows, and improve the overall user experience. The role also supports special projects and surge activities, including large-scale deployments, device refresh efforts, and return-to-office initiatives, while participating in root cause analysis efforts to identify issues, implement corrective actions, and strengthen operational performance across the enterprise.

Responsibilities

• 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

Minimum Qualifications

Preferred