General Dynamics Information Technology · 9 hours ago
Knowledge Technical Writer - Active Top Secret Required
Washington, DC
Full-time
Onsite
Mid Level
$108K/yr - $123K/yr
4+ years expGeneral Dynamics Information Technology is a global technology and professional services company that delivers consulting, technology and mission services. The Knowledge Technical Writer will serve as a critical link between complex technical data and actionable support, ensuring the Tier 1 Help Desk has the documentation needed to succeed.
Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Develop, write, and maintain Standard Operating Procedures (SOPs), knowledge articles, and user guides specifically for the Tier 1 Help Desk
Partner with Quality and Training teams to analyze help desk performance and ticket data to identify knowledge gaps
Translate informal troubleshooting steps from resolved tickets into official, clear, and concise knowledge base articles
Manage the full lifecycle of documentation, including creation, regular reviews, updates, and archival to keep the knowledge base current
Collaborate with the Knowledge Manager to align all Tier 1 documentation with the broader KM strategy and framework
Assist in creating training materials for the Tier 1 Help Desk based on established SOPs and knowledge articles
Champion the use of the knowledge base to improve the quality, consistency, and efficiency of help desk support
Track and report on KPIs related to content effectiveness, such as reduced resolution times and lower escalation rates
Support Tier 1 technicians by guiding them to correct documentation and gathering feedback for continuous improvement
Obtain and maintain a CompTIA Security+ certification (DoD 8570 Compliance) within six months of starting
Maintain an active Top Secret security clearance with SCI eligibility
Perform all duties on-site at the customer location in Washington, D.C
Qualification
Required
Active Top Secret security clearance with SCI eligibility
4 + years of related experience
CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting
US Citizenship Required: Yes
Customer-Support
Standard Operating Procedure (SOP)
Ticketing Systems
User Guide Creation
Writing Articles
Preferred
BS/BA highly desired
Benefits
401K with company match.
Comprehensive health and wellness packages.
Internal mobility team dedicated to helping you own your career.
Professional growth opportunities including paid education and certifications.
Cutting-edge technology you can learn from.
Rest and recharge with paid vacation and holidays.
Variety of medical plan options, some with Health Savings Accounts
Dental plan options
A vision plan
A 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
Full flex work weeks where possible
A variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
Short and long-term disability benefits
Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
Company
General Dynamics Information Technology
General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Paul Nedzbala
Senior Vice President
Ben Buckley
Vice President and General Manager
Recent News
Company data provided by crunchbase