Technical Writer Job at SES Corporation in Alexandria

Technical Writer

Years of Experience: 5 years

Education Requirements: Bachelor’s degree in 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 deliver IT services to approximately 1,350 government employees and contractors nationwide, ensuring secure, reliable, and scalable operations responsive to evolving business needs.

Position Description: The Technical Writer is responsible for developing, revising, and editing technical documentation for daily operations and major projects across a Tier 1‑Tier 3 spectrum. Documentation may include technical procedure manuals, user manuals, programming manuals, service manuals, operational specifications, policies, and other related publications.

Requirements

• Interview and observe subject matter experts, reviewing technical specifications, blueprints, engineering illustrations, and trade journals.
• Create and revise procedure manuals, user manuals, programming manuals, service manuals, operational specifications, and related technical publications.
• Review and proofread documents for clarity, grammar, and accuracy.
• Ensure all technical documents adhere to agency standards and guidelines.
• Update documents to reflect changes in products, services, or procedures.
• Assist in new product development by providing technical writing support.
• Collect feedback from end users and stakeholders to improve document quality.
• Draft and disseminate alerts and notifications within the agency.
• Maintain the knowledge management repository, including internal and user-facing content.
• Creating and updating Knowledge Articles (KAs) stored in ServiceNow:
  • 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
• Maintain and provide escalation matrix and contact lists for all services, including third parties, to accurately and timely address incidents and requests.
• Work with federal and contractor operational and technical staff from all Help Desk tiers to identify solutions that minimize Help Desk calls.
• Recommend, create, and improve SPOC procedures focused on continuous service improvement and process optimization.

Required Skills

• 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: Ability to gather information from SMEs and translate into user-friendly content
• Tool Proficiency: Microsoft Office Suite, PDF tools, and documentation platforms
• Understanding of Tiered Support Models: Knowledge of Tier 1-3 responsibilities and escalation procedures
• Compliance & Standards Awareness: Adherence to organizational and industry documentation standards
• Content Structuring: Ability to create 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

Preferred Skills

• ITIL certification
• Multi-site Coordination: Ability to manage documentation processes across geographically dispersed teams
• Knowledge of ITIL Framework: Familiarity with IT service management best practices
• Experience with Knowledge Management Systems: Tools like ServiceNow, Confluence, SharePoint
• Technical Troubleshooting Understanding: Awareness of Tier 1-3 escalation paths and terminology
• Process Mapping & Workflow Design: Ability to visualize and document complex operational flows
• Version Control Systems: Git or similar for managing documentation updates
• Data Analysis for Documentation Improvement: Using metrics to refine knowledge articles

Soft Skills

• Communication: Excellent verbal and written communication to interact with SMEs and support teams
• Collaboration: Ability to work 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.

Benefits

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

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Other

Industries

IT Services and IT Consulting