Technical Writer

Key Responsibilities

• Create and update knowledge base articles, FAQs, basic user guides, and other user-facing documentation that address common issues and workflows in enterprise systems.
• Document troubleshooting steps, standard operating procedures, and ticket resolution paths for recurring technical issues, ensuring content is concise and user-friendly.
• Use ticketing systems such as ServiceNow or Jira to track user issues, analyze trends, and identify documentation gaps that can reduce repeat incidents.
• Collaborate with support teams and technical staff to gather accurate information, validate procedures, and improve clarity and completeness of documentation.
• Apply documentation standards, style guides, and templates under guidance to ensure consistency and compliance across content.
• Auxiliary in maintaining documentation and knowledge repositories, including basic version control and content review for accuracy and currency.
• Support multi-channel user communication (e.g., email, chat, portal content) by drafting written responses and guides aligned with documented procedures.
• Learn and apply basic IT concepts, troubleshooting workflows, and knowledge-centered service practices to improve the effectiveness of support content.

Required Qualifications

• Bachelor’s degree or equivalent combination of education and experience in a related field.
• 0-5 years of experience in technical writing, end-user support, or documentation roles in IT or technical environments.
• Demonstrated ability to resolve user requests at a basic support level, document interactions, and contribute to knowledge base content using tools such as ServiceNow or Jira.
• Strong written communication skills, including ability to explain procedures and troubleshooting steps clearly to non-technical users.
• Familiarity with common hardware, software, and network issues and standard troubleshooting workflows.
• Must meet applicable DoD 8140 requirements and hold an active Secret clearance.
• U.S. citizenship required to support federal clearance and contract requirements.

Preferred Qualifications

• Familiarity with IT service management tools (e.g., ServiceNow) and knowledge-centered service (KCS) practices.
• Experience supporting IT or software documentation projects, including ticket-based support environments.
• Exposure to structured authoring or XML/DITA, especially for the DC-based role.
• Basic understanding of accessibility considerations (e.g., Section 508) for user-facing documentation and online help.

Pay

Pay range: $52,000-95,000 depending on experience - Jr & Mid level positions available.

Schedule

Full telework - must be within 50 miles of Washington DC or San Antonio TX.