Knowledge Technical Writer - Active Top Secret Required

General Dynamics Information Technology•Washington, DC

3d•$107,744 - $123,050•Onsite

About The Position

Transform technology into opportunity as a Full Time, On-Site Knowledge Technical Writer with GDIT. A career in IT means connecting and enhancing the systems that matter most. 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. HOW A Knowledge Technical Writer WILL MAKE AN IMPACT: 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.

Requirements

4 years of related experience.
CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting.
Active Top Secret with SCI Eligibility.

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.