"Alerted.org

Years of Experience: 5 years of experience

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

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

• 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. Basic

• 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

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