Job Title

Years of Experience: 5 years of experience Education Requirements:Bacheloru2019s 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 u00b7 Interviewing subject matter experts (e.g., product developers), observing production processes, and reviewing technical specifications, blueprints, engineering illustrations, and trade journals. u00b7 Creating and revising technical documentation such as procedure manuals, user manuals, programming manuals, service manuals, operational specifications, related technical publications, and policies. u00b7 Reviewing and proofreading documents for clarity, grammar, and accuracy. u00b7 Ensuring all technical documents adhere to agency standards and guidelines. u00b7 Regularly updating and revising technical documents to reflect changes in products, services, or procedures. u00b7 Assisting in the development of new products by providing technical writing support. u00b7 Collecting feedback from end users and stakeholders to improve the quality of technical documents. u00b7 Drafting and disseminating alerts and notifications within the agency. u00b7 Maintaining the knowledge management repository, including internal and user-facing content. u00b7 Creating and updating Knowledge Articles (KAs) stored in ServiceNow to: u2022 Provide solutions to known issues u2022 Support daily operations for the Help Desk u2022 Enable user training and self-service u00b7 Example KAs include, but are not limited to: u2022 Network Printer Configuration (On-Prem) u2022 Printer Configuration (Off-Prem) u2022 Application Login u2022 Knowledge Management Processes u2022 Tier 1 and Tier 2 Scripts and Standard Operating Procedures (SOPs) u2022 Escalation Matrices u2022 Customer Survey Processes u2022 Single Point of Contact (SPOC) Processes u00b7 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. u00b7 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). u00b7 Recommending, creating and improving SPOC procedures focused on continuous service improvement and process improvements to achieve optimized IT infrastructure support services Required Skills u00b7 5 years of technical writing experience u00b7 Bacheloru2019s degree in English, communications, computer science, or related field u00b7 Technical Writing Expertise: Clear, concise, and accurate documentation for technical and non-technical audiences. u00b7 Strong Research Skills: Ability to gather information from SMEs and translate into user-friendly content. u00b7 Tool Proficiency: Microsoft Office Suite, PDF tools, and documentation platforms. u00b7 Understanding of Tiered Support Models: Knowledge of Tier 1u20133 responsibilities and escalation procedures. u00b7 Compliance & Standards Awareness: Adherence to organizational and industry documentation standards. u00b7 Content Structuring: Ability to create SOPs, FAQs, troubleshooting guides, and knowledge base articles. u00b7 May be required to come onsite from time to time to work with teams to document information. Preferred Skills u00b7 ITIL certification u00b7 Multi-site Coordination: Ability to manage documentation processes across geographically dispersed teams. u00b7 Knowledge of ITIL Framework: Familiarity with IT service management best practices. u00b7 Experience with Knowledge Management Systems: Tools like ServiceNow, Confluence, SharePoint. Basic u00b7 Technical Troubleshooting Understanding: Awareness of Tier 1u20133 escalation paths and terminology. u00b7 Process Mapping & Workflow Design: Ability to visualize and document complex operational flows. u00b7 Version Control Systems: Git or similar for managing documentation updates. u00b7 Data Analysis for Documentation Improvement: Using metrics to refine knowledge articles. Soft Skills: u00b7 Communication: Excellent verbal and written communication to interact with SMEs and support teams. u00b7 Collaboration: Ability to work with cross-functional teams across multiple time zones. u00b7 Attention to Detail: Ensuring accuracy and consistency in documentation. u00b7 Adaptability: Comfortable with changing priorities and evolving technologies. u00b7 Problem-Solving Mindset: Anticipating user needs and addressing gaps in documentation. Time Management: Handling multiple projects and deadlines effectively. Benefits SES provides a competitive salary and the following benefits: + Medical + Dental + Vision + AD&D + STD + LTD + Company paid Life Insurance + 401k with employer contribution + Paid Time Off + Pet Insurance