Develops high-quality technical documentation, SOPs, user guides, training materials, and knowledge base content to support IT operations. This role ensures complex technical information is clearly conveyed to both technical and non-technical users.

Position currently requires on-site support. On-site requirements are subject to change based on contract needs and customer requirements.

Responsibilities may include, but are not limited to:

·      Produce and maintain user manuals, support procedures, engineering documentation, and knowledge articles.

·      Interview subject-matter experts across operational teams to gather technical information.

·      Translate technical content into concise, user-friendly materials.

·      Standardize documentation formats, revision control, and layout.

·      Support communication efforts for major deployments, migrations, or procedural changes.

• BS in English, Communications, IT, or a related field (preferred), and a minimum of three years of technical writing and/or IT documentation experience.
• Experience documenting IT support processes, engineering workflows, and enterprise systems.
• Familiarity with ITIL and ITSM processes and terminology.
• Ability to write clear, accurate, and structured technical documentation.
• Strong understanding of IT terminology, service processes, and enterprise technology environments, including ITIL and ITSM processes and terminology.
• Proficiency with documentation tools (Word, PowerPoint, SharePoint, Confluence, or similar).

Qualifications:

• Must obtain an agency public trust suitability determination prior to start date.
• Excellent written communication and attention to detail.
• Must be able to work independently and collaborate effectively within a team in a fast-paced environment.
• Experience supporting a complex Federal agency enterprise is a plus.