Junior)

Blackwatch International

4d•Onsite

About The Position

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.

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

Nice To Haves

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

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