Technical Writer (Hybrid)

The Technical Writer supports IT Operations by creating, maintaining, and managing technical documentation for help desk, infrastructure, and enterprise IT systems. This role ensures that documentation and knowledge resources are accurate, consistent, and accessible for staff and end-users across all support tiers.
Key Responsibilities

• 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.

Qualifications
· Bachelor’s degree in English, Communications, Technical Writing, Information Technology, or related field (or equivalent experience).
·Minimum of 3–5 years’ experience in technical writing or IT documentation roles.
·Familiarity with ITIL service management practices, help desk operations, and enterprise IT infrastructure.
·Experience using ServiceNow or similar ITSM tools to manage documentation and knowledge bases.
·Strong technical aptitude and ability to translate complex IT concepts into clear, user-friendly instructions.
·Excellent communication skills (written and verbal).
Other Requirements

• Must pass background investigation.
• Must be a U.S. Citizen.

Company Overview

Agil3 Technology Solutions LLC ("A3T") is a Northern Virginia based, ISO 9001:2018, ISO 20000 & ISO 27001 Certified, 8a, Women-Owned (WOSB) and Service-disabled Veteran-Owned (SDVOSB) small business. A recent recipient of the prestigious Washington Technology TOP 50 (ranking #9, and on the list for last 4 years!), A3T is experiencing industry leading recognition and growth. In addition to the CEO’s recognition as an “All-Star Entrepreneur”, A3T is recognized by Inc Magazine as one of the fastest growing companies in the country, by Vet 50 as Fastest Growing Veteran-Owned Businesses, and is featured in CyberSecurity Ventures / Cybercrime Magazine! “As a go-to Women-Owned Cybersecurity company in US and internationally”. As part of our growth, we are looking for YOU to join our growing team.

A3T offers excellent benefits to enhance the work-life balance, including:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan with Company Match
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement (metropolitan areas)