[Remote] Technical Writer - Secret Clearance

Note: The job is a remote job and is open to candidates in USA. Dunhill Professional Search & Government Solutions is seeking a Technical Writer to support enterprise and federal IT environments. The role creates and maintains user-facing documentation and knowledge resources, documenting troubleshooting steps and procedures in collaboration with support and technical teams.

Responsibilities

• Create and update knowledge base articles, FAQs, basic user guides, and other user-facing documentation that address common issues and workflows in enterprise systems
• Document troubleshooting steps, standard operating procedures, and ticket resolution paths for recurring technical issues, ensuring content is concise and user-friendly
• Use ticketing systems such as ServiceNow or Jira to track user issues, analyze trends, and identify documentation gaps that can reduce repeat incidents
• Collaborate with support teams and technical staff to gather accurate information, validate procedures, and improve clarity and completeness of documentation
• Apply documentation standards, style guides, and templates under guidance to ensure consistency and compliance across content
• Assist in maintaining documentation and knowledge repositories, including basic version control and content review for accuracy and currency
• Support multi-channel user communication (e.g., email, chat, portal content) by drafting written responses and guides aligned with documented procedures
• Learn and apply basic IT concepts, troubleshooting workflows, and knowledge-centered service practices to improve the effectiveness of support content

Skills

• Bachelor's degree or equivalent combination of education and experience in a related field
• 0–5 years of experience in technical writing, end-user support, or documentation roles in IT or technical environments
• Demonstrated ability to resolve user requests at a basic support level, document interactions, and contribute to knowledge base content using tools such as ServiceNow or Jira
• Strong written communication skills, including ability to explain procedures and troubleshooting steps clearly to non-technical users
• Familiarity with common hardware, software, and network issues and standard troubleshooting workflows
• Must meet applicable DoD 8140 requirements and hold an active Secret clearance
• U.S. citizenship required to support federal clearance and contract requirements
• Familiarity with IT service management tools (e.g., ServiceNow) and knowledge-centered service (KCS) practices
• Experience supporting IT or software documentation projects, including ticket-based support environments
• Exposure to structured authoring or XML/DITA, especially for the DC-based role
• Basic understanding of accessibility considerations (e.g., Section 508) for user-facing documentation and online help

Benefits

• Full-time telework, for employees within 50 miles of Washington, DC or San Antonio, TX

Company Overview