IT Support Specialist

Job Description

Job Description

IT Support Specialist

Blackwatch International Corporation (Blackwatch), a small business founded in 2010, is a small business dedicated to supporting Federal business 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 27001:2013, and ISO/IEC 20000-1:2018 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 Title: IT Support Specialist 

Location: McLean, VA (Hybrid)
Employment Type: Full-Time; Exempt
Reports To: VP of Contracts & Administration

US Citizenship Required: Yes

About Us

We are a rapidly growing government contractor supporting federal agencies across a diverse portfolio of contracts. Due to continued growth and new contract awards, we are seeking an IT Support Specialist to join our team.

Position Summary

The IT Support Specialist serves as a key member of Blackwatch's administrative team and is responsible for delivering exceptional technical support while administering the Company's day-to-day information technology operations. This role oversees employee onboarding and offboarding technology activities, endpoint management, Microsoft 365 administration, help desk support, IT asset management, and the implementation of technology policies and procedures that enable employees to work efficiently and securely.

The IT Support Specialist will ensure employees receive timely, high-quality technical support while helping maintain a secure, reliable, and scalable technology environment. This individual will play an important role in supporting the Company's continued growth by providing outstanding customer service and contributing to ongoing IT improvements and operational initiatives.

The successful candidate will combine strong technical troubleshooting skills with excellent customer service, sound judgment, attention to detail, and the ability to work independently while managing multiple priorities in a fast-paced government contracting environment.

End User Support

• Provide first-line technical support to employees for hardware, software, mobile devices, printers, network connectivity, and business applications.

• Respond to help desk requests in a timely, professional, and customer-focused manner while maintaining excellent communication throughout issue resolution.

• Diagnose, troubleshoot, and resolve technical issues or coordinate with external vendors and senior IT resources when escalation is required.

• Provide both remote and onsite support to employees across multiple office locations.

• Support conference room technology and assist with technology setup for meetings and company events.

Employee Onboarding & Offboarding

• Partner with Human Resources and hiring managers to deliver a seamless technology onboarding experience for new employees.

• Prepare and deploy laptops, monitors, mobile devices, peripherals, and required software prior to employee start dates.

• Configure employee technology, system access, and required business applications for new hires.

• Coordinate employee offboarding by disabling system access, recovering company equipment, and ensuring compliance with Company security procedures.

• Maintain standardized onboarding and offboarding processes, documentation, and checklists.

Microsoft 365 & User Administration

• Administer Microsoft 365 including Outlook, Teams, SharePoint, OneDrive, and Office applications.

• Create, modify, and deactivate user accounts within Active Directory, Microsoft Entra ID, and other business applications.

• Manage security groups, shared mailboxes, distribution lists, and user permissions.

• Assist employees with password resets, multi-factor authentication, VPN access, and account recovery.

• Support licensing administration and user access management.

Endpoint & Technology Management

• Configure, deploy, maintain, and troubleshoot company-issued laptops, desktops, docking stations, monitors, printers, and mobile devices.

• Maintain endpoint security through software updates, antivirus management, encryption, and routine maintenance.

• Coordinate equipment repairs, warranty service, and hardware replacements with vendors.

• Maintain accurate inventory records for all Company technology assets.

IT Operations & Process Support

• Install, configure, and maintain operating systems and business software.

• Assist with workstation imaging, software deployment, system updates, and routine maintenance activities.

• Support implementation of technology standards, policies, and procedures.

• Assist with small technology projects, system upgrades, office expansions, and new technology implementations.

Security & Compliance

• Support implementation of Company cybersecurity policies and technology security best practices.

• Assist with endpoint protection, multi-factor authentication, encryption, and other security initiatives.

• Ensure employee access aligns with Company policies and security requirements.

• Report and assist in responding to technology or security incidents.

Documentation & Training

• Develop and maintain IT documentation, user guides, knowledge base articles, and standard operating procedures.

• Provide informal technology training and guidance to employees to improve adoption and productivity.

• Document recurring technical issues and recommend long-term solutions.

Cross-Functional Support

• Partner closely with Human Resources to support employee technology in