Service Desk Support Analyst Jobs (NOW HIRING)

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: FBI Criminal Justice Information Services (CJIS) Building, Clarksburg, West Virginia.
Preferred Qualification: Minimum of five (5) years' relevant experience recommended. In absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at the required level.
Security Clearance: Top Secret security clearance with the ability to successfully complete an FBI Counterintelligence Polygraph Examination.
US Citizenship Required: Yes. Must also possess a Real ID or active Passport.
Position Work Schedule: The Mid Service Desk Support position requires help desk support coverage from Monday to Friday, between the hours of 6:00 am to 6:00 pm. The position will be assigned a rotational work schedule of either 6:00 am - 2:30 pm, 8:00 am - 4:30 pm, or 9:30 am - 6:00 pm. Work schedules are assigned monthly and are rotational between four different team members. Some after-hour work may be required depending on the operational needs of the FBI.
Summary/Objective
The Service Desk Support (Mid) position will be assigned as a member of a four-person team assigned to provide support to the FBI's Audio/Video Support Center (AVSC) which includes the conferencing infrastructure, interconnected unified communications infrastructure, and streaming broadcast solutions. The AVSC is tasked with the ongoing provision of operational and managerial support for all media operations conducted at the enterprise level within the FBI. This operational support includes scheduling resources to facilitate and execute communication events. Communication events encompass audio and video conferences and live and delayed streaming broadcasts. Meetings may involve participants internal and external to the FBI to include other government agencies (OGAs), sites managed by the FBI, and sites managed by OGAs. Meetings may also require connections with or leverage other governmental infrastructures.
Responsibilities:
The responsibilities for this position include, but are not limited to, the following:

• Provides first point of contact troubleshooting support to end users on a variety of issues, including identifying, researching, and resolving technical problems.
• Responds to telephone calls, email, and personnel requests for technical support
• Documents, tracks, and monitors problems to ensure a timely resolution.
• Ensures that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.
• Provide operational integrity checks/ tests, ensure gateway connections, correct operational issues, and ensure availability of systems.
• Install approved VTC systems, upgrades, and patches.
• Provide scheduling and managing of telephone, VTC system, UC meetings, and streaming broadcast using systems that may be operated at FBI.
• Troubleshoot meeting problems, including issues capturing, recording, encoding, transmitting, or viewing streamed meetings, joining, conducting, or participating phone conference, VTC, or UC meetings.
• Monitor meetings in progress as directed by the government.
• Document support activities and provide/ maintain Standard Operating Procedures (SOPs) in accordance with enterprise practices.
• Support process improvement activities by recommending and documenting changes to existing processes or procedures.
• Provide standard performance and usage reports, inventory lists, and maintenance records for systems.
• Prepare meeting recordings with closed captioning as requested and/or for streaming or other publication by customizing the recording presentation formats or encoding standards.

• Education: Highschool Diploma
• Minimum of five (5) years' experience is recommended. In absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level.
• Strong communication skills, to include experience working with the Federal Bureau of Investigation or another federal agency.
• Top Secret security clearance with the ability to successfully complete an FBI Counterintelligence Polygraph Examination.