Provide front-line technical support by documenting, tracking, and resolving customer issues, including CAC card registration, command transfers, PIN and password resets, and user account reactivations, following established help desk procedures.
Revise and write standardized materials such as reports, manuals, briefs, proposals, instruction books, catalogs, and related technical/administrative publications focused on work methods, procedures, and system usage.
Use available technical resources (manuals, catalogs, operating procedures, diagrams, and knowledge base articles) to troubleshoot issues, explain solutions, and guide users through account, access, and system processes.
Maintain accurate records of tickets, service requests, resolutions, documentation updates, and revisions; prepare and submit a comprehensive monthly report summarizing help desk activities and trends.
Collaborate with supervisors and senior staff to clarify technical information, refine procedures, and improve user-facing documentation and support materials (FAQs, how-to guides, internal process documents).
Answering Help Desk calls, assist customers in troubleshooting issues in software applications, document support requests in automated tracking systems and defect tracking systems
Communicate and meet with government personnel

High School diploma
Active Secret Clearance
U.S. Citizenship Required for the purposes of obtaining/holding a U.S. security clearance
Proficient in MS Teams
Familiarity with Jira
Familiarity with Citrix/Remote Desktop protocol applications
Familiarity with SQL Server Management Studio (SSMS)
Familiarity with Relational Database management systems (RDBMS) and basic SQL queries

Technical Writer I

Key skills