Technical Writer

Years of Experience : 5 years of experience

Education Requirements : Bachelor’s degree English, communications, computer science, or related field

Location : Alexandria, VA with some telework available

Program Description : The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment. These services are responsible for delivering IT services to approximately 1,350 government employees and contractors nationwide. The program provides expertise necessary for the delivery of secure, reliable, and scalable IT services that are responsive to the agencies evolving business and mission needs.

Position Description : The Technical Writer is responsible for developing, revising, and editing technical documentation in support of daily operations and major projects for a Tier 1 - Tier 3 project. Documentation may include, but is not limited to, technical procedure manuals, user manuals, programming manuals, service manuals, operational specifications, policies, and other related publications.

Requirements

• Interviewing subject matter experts (e.g., product developers), observing production processes, and reviewing technical specifications, blueprints, engineering illustrations, and trade journals.
• Creating and revising technical documentation such as procedure manuals, user manuals, programming manuals, service manuals, operational specifications, related technical publications, and policies.
• Reviewing and proofreading documents for clarity, grammar, and accuracy.
• Ensuring all technical documents adhere to agency standards and guidelines.
• Regularly updating and revising technical documents to reflect changes in products, services, or procedures.
• Assisting in the development of new products by providing technical writing support.
• Collecting feedback from end users and stakeholders to improve the quality of technical documents.
• Drafting and disseminating alerts and notifications within the agency.
• Maintaining the knowledge management repository, including internal and user-facing content.
• Creating and updating Knowledge Articles (KAs) stored in ServiceNow to :
• Provide solutions to known issues
• Support daily operations for the Help Desk
• Enable user training and self-service
• Example KAs include, but are not limited to :
• Network Printer Configuration (On-Prem)
• Printer Configuration (Off-Prem)
• Application Login
• Knowledge Management Processes
• Tier 1 and Tier 2 Scripts and Standard Operating Procedures (SOPs)
• Escalation Matrices
• Customer Survey Processes
• Single Point of Contact (SPOC) Processes
• Maintaining and providing escalation matrix and contact list(s) for all services, (including third parties such as vendors and service providers), to accurately escalate incidents and service requests in a timely manner.
• Working with federal and contractor operational and technical staff from all Help Desk tiers to identify solutions that minimize the need to call the Help Desk (e.g. additional end-user training, self-help support opportunities, root cause analysis).
• Recommending, creating and improving SPOC procedures focused on continuous service improvement and process improvements to achieve optimized IT infrastructure support services

Required Skills

Preferred Skills

Soft Skills :

Time Management : Handling multiple projects and deadlines effectively.

Benefits

SES provides a competitive salary and the following benefits :