Technical Writer, Secret Clearance

About the Role

The Technical Writer supports enterprise and federal IT environments by creating and maintaining clear, user-facing documentation and knowledge resources for common issues and system functionality. They operate remotely, collaborating with support and technical teams to capture troubleshooting steps, procedures, and guidance that improve the end-user support experience.

Full telework - must be within 50 miles of Washington DC or San Antonio TX

Pay range: $52,000-95,000 depending on experience

Jr & Mid level positions available

Key Responsibilities

• Create and update knowledge base articles, FAQs, basic user guides, and other user-facing documentation that address common issues and workflows in enterprise systems.
• Document troubleshooting steps, standard operating procedures, and ticket resolution paths for recurring technical issues, ensuring content is concise and user-friendly.
• Use ticketing systems such as ServiceNow or Jira to track user issues, analyze trends, and identify documentation gaps that can reduce repeat incidents.
• Collaborate with support teams and technical staff to gather accurate information, validate procedures, and improve clarity and completeness of documentation.
• Apply documentation standards, style guides, and templates under guidance to ensure consistency and compliance across content.
• Assist in maintaining documentation and knowledge repositories, including basic version control and content review for accuracy and currency.
• Support multi-channel user communication (e.g., email, chat, portal content) by drafting written responses and guides aligned with documented procedures.
• Learn and apply basic IT concepts, troubleshooting workflows, and knowledge-centered service practices to improve the effectiveness of support content.

Requirements & Tech Stack

• Active Secret Clearance
• U.S. citizenship
• Must meet applicable DoD 8140 requirements
• Ticketing Systems: ServiceNow, Jira
• Documentation Tools: Style guides, templates
• Communication Channels: Email, chat, portal content

Qualifications

• Bachelor’s degree or equivalent combination of education and experience in a related field.
• 0-5 years of experience in technical writing, end-user support, or documentation roles in IT or technical environments.
• Demonstrated ability to resolve user requests at a basic support level, document interactions, and contribute to knowledge base content using tools such as ServiceNow or Jira.
• Strong written communication skills, including ability to explain procedures and troubleshooting steps clearly to non-technical users.
• Familiarity with common hardware, software, and network issues and standard troubleshooting workflows.

Preferred Qualifications

• Familiarity with IT service management tools (e.g., ServiceNow) and knowledge-centered service (KCS) practices.
• Experience supporting IT or software documentation projects, including ticket-based support environments.
• Exposure to structured authoring or XML/DITA, especially for the DC-based role.
• Basic understanding of accessibility considerations (e.g., Section 508) for user-facing documentation and online help.