Intermediate Technical Writer preparing and revising technical documents for Thales' Integrated Logistics Support team. Involves collaboration on technical data packages and detailed documentation revisions.
About the role
- Technical Writer II role managing documentation and front-line technical support for national priority programs at AMERICAN SYSTEMS.
Responsibilities
- Development and upkeep of In-Service Training Data elements to include but not limited to Qualifications, Certification, Licenses and Test Banks.
- 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.
Requirements
- High School Diploma
- Active Secret Clearance
- U.S. Citizenship Required for the purposes of obtaining/holding a U.S. security clearance
- Familiarity with MS Teams
- Familiarity with Advanced Skills Management (DATA DEVELOPER)
- Familiarity with JIRA
- Familiarity with Citrix/Remote Desktop protocol applications
- Familiarity with Relational Database management systems (RDBMS) and basic SQL queries
Benefits
- Healthcare benefits
- Paid leave
- Retirement plans
- Insurance programs
- Education and training assistance
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