Service Desk Support (Mid) - Blackwatch International : Job Details

Blackwatch International Corporation (Blackwatch), a small business founded in 2010, is dedicated to supporting Federal government and national security objectives. Based in McLean, VA, with offices in Sacramento, CA, Blackwatch invests in innovation and quality for our customers and staff, holding corporate-level ISO 9001:2015, ISO/IEC 27001:2022, and ISO/IEC 20000-1:2018 quality certifications, as well as an appraisal at CMMI Maturity Level 3 for services and supplier management. 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 Title: Service Desk Support - Mid Position Location: Clarksburg, WV Position Type: Full time Years of experience: 5 Security Clearance: Top Secret, Counterintelligence Polygraph US Citizenship Required: Yes Summary/Objective Blackwatch provides critical personnel to the Federal Bureau of Investigation (FBI) to support enterprise-wide platforms across a wide variety of mobile and collaborative technologies within a zero-trust framework. Blackwatch provides comprehensive services to facilitate secure communication using various media in both classified and unclassified environments. This includes technical and technology support requirements exist for the engineering, deployment, and ongoing support activities for these communications services. Blackwatch supports these missions, and the underlying capabilities that they provide, to the FBI enterprise providing highly skilled and reliable Audio/Video (A/V) Video Teleconferencing (VTC) System personnel to provide lifecycle support for critical information technology products, systems, and capabilities in multiple geographical FBI locations. The scope includes providing design, development, engineering, deployment, enhancement, operations and maintenance for existing A/V capabilities, enhancements/changes to existing capabilities, and engineering new A/V capabilities. Overview: The Service Desk Support Technician (Mid Level) provides advanced technical assistance to FBI end users, serving as the first point of contact for troubleshooting hardware, software, and VTC-related issues. This role requires strong problem-solving skills and the ability to manage incidents through to resolution. Responsibilities:

• Serve as the initial point of contact for end-user technical support requests.
• Identify, research, and resolve complex technical problems independently.
• Document, track, and ensure timely resolution of incidents within SLA standards.
• Provide user assistance and training on hardware, software, and VTC systems.
• Collaborate with engineering teams for issue escalation and resolution.
• Contribute to continuous improvement of service desk processes.

• Bachelor's degree in business or a related field
• Minimum 5 years of IT help desk or technical support experience (certifications or prior work may substitute).
• Strong troubleshooting proficiency across multiple audio/video and computing technologies.
• Demonstrated customer interaction experience in a fast-paced environment.