Junior Technical Writer

Program Overview

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 agency's evolving business and mission needs.

The Technical Writer is responsible for developing, revising, and editing technical documentation in support of daily operations and major projects for a Tier 1 to 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. The role is based in Alexandria, VA with some telework available and requires a minimum of five years of experience and a bachelor’s degree in English, communications, computer science, or a related field.

• Interview subject matter experts, observe production processes, and review technical specifications and engineering illustrations.
• Create and revise technical documentation such as procedure manuals, user manuals, programming manuals, service manuals, operational specifications, related technical publications, and policies.
• Review and proofread documents for clarity, grammar, and accuracy.
• Ensure all technical documents adhere to agency standards and guidelines.
• Regularly update and revise technical documents to reflect changes in products, services, or procedures.
• Assist in the development of new products by providing technical writing support.
• Collect feedback from end users and stakeholders to improve the quality of technical documents.
• Draft and disseminate alerts and notifications within the agency.
• Maintain the knowledge management repository, including internal and user‑facing content.
• Create and update Knowledge Articles (KAs) stored in Service Now, including, but 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
• Maintain and provide escalation matrix and contact list(s) for all services, including third parties such as vendors and service providers.
• Work 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.
• Recommend, create, and improve SPOC procedures focused on continuous service improvement and process improvements to achieve optimized IT infrastructure support services.

• 5 years of technical writing experience.
• Bachelor’s degree in English, communications, computer science, or related field.
• Technical writing expertise: clear, concise, and accurate documentation for technical and non‑technical audiences.
• Strong research skills for gathering information from SMEs and translating it into user‑friendly content.
• Tool proficiency:
  Microsoft Office Suite, PDF tools, and documentation platforms.
• Understanding of Tiered Support Models and escalation procedures.
• Compliance and standards awareness: adherence to organizational and industry documentation standards.
• Content structuring: creating SOPs, FAQs, troubleshooting guides, and knowledge base articles.
• May be required to come onsite from time to time to work with teams to document information.

• ITIL certification.
• Multi‑site coordination ability.
• Knowledge of ITIL framework.
• Experience with Knowledge Management Systems such as Service Now, Confluence, SharePoint.
• Understanding of technical troubleshooting, Tier 1‑3 escalation paths and terminology.
• Process mapping and workflow design ability.
• Version control experience with Git or similar.
• Data analysis for documentation improvement using metrics.

• Effective communication – verbal and written, to interact with SMEs and support teams.
• Collaboration – working with cross‑functional teams across multiple time zones.
• Attention to detail – ensuring accuracy and consistency in documentation.
• Adaptability – comfortable with changing priorities and evolving technologies.
• Problem‑solving mindset – anticipating user needs and addressing gaps in documentation.
• Time management – handling multiple projects and deadlines effectively.

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance