Knowledge Technical Writer - Active Top Secret Required
About The Position
Transform technology into opportunity as a Full Time, On-Site Knowledge Technical Writer with GDIT. In this role, you serve as a critical link between complex technical data and actionable support, ensuring the Tier 1 Help Desk has the documentation needed to succeed. At GDIT, people are our differentiator. As a Knowledge Technical Writer, you will help ensure today is safe and tomorrow is smarter. Our work depends on a professional who brings initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
Requirements
- 4 years of related experience.
- CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting.
- Active Top Secret security clearance with SCI eligibility.
- US Citizenship Required
Nice To Haves
- BS/BA highly desired.
Responsibilities
- Develop, write, and maintain Standard Operating Procedures (SOPs), knowledge articles, and user guides specifically for the Tier 1 Help Desk.
- Partner with Quality and Training teams to analyze help desk performance and ticket data to identify knowledge gaps.
- Translate informal troubleshooting steps from resolved tickets into official, clear, and concise knowledge base articles.
- Manage the full lifecycle of documentation, including creation, regular reviews, updates, and archival to keep the knowledge base current.
- Collaborate with the Knowledge Manager to align all Tier 1 documentation with the broader KM strategy and framework.
- Assist in creating training materials for the Tier 1 Help Desk based on established SOPs and knowledge articles.
- Champion the use of the knowledge base to improve the quality, consistency, and efficiency of help desk support.
- Track and report on KPIs related to content effectiveness, such as reduced resolution times and lower escalation rates.
- Support Tier 1 technicians by guiding them to correct documentation and gathering feedback for continuous improvement.
- Obtain and maintain a CompTIA Security+ certification (DoD 8570 Compliance) within six months of starting.
- Maintain an active Top Secret security clearance with SCI eligibility.
- Perform all duties on-site at the customer location in Washington, D.C.
Benefits
- 401K with company match.
- Comprehensive health and wellness packages.
- Internal mobility team dedicated to helping you own your career.
- Professional growth opportunities including paid education and certifications.
- Cutting-edge technology you can learn from.
- Rest and recharge with paid vacation and holidays.
- Variety of medical plan options, some with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
- Full flex work weeks where possible.
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
- Short and long-term disability benefits.
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
Associate degree
