The Technical Writer – Junior creates and updates user‑facing documentation such as knowledge base articles, FAQs, and basic guides to support end‑user assistance. This role focuses on documenting common issues, resolutions, and procedures in clear, concise language. Working closely with support teams, the junior writer helps maintain documentation repositories and ensures content reflects current system functionality and user needs. They follow established standards and templates and contribute to improving knowledge resources across the client environment.

Key Responsibilities

• Create and maintain knowledge base articles, FAQs, and basic user documentation.
• Document troubleshooting steps and standard operating procedures for common issues.
• Use ticketing systems such as ServiceNow or Jira to track and analyze user issues that inform documentation updates.
• Collaborate with support teams to identify documentation gaps and improve clarity and relevance.
• Apply basic technical writing principles to ensure content is concise and user‑friendly.
• Assist in maintaining documentation repositories and ensuring content accuracy.
• Support multi‑channel user communication through written guides and responses.
• Learn and apply documentation standards and templates under guidance from senior writers.

Required Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 0–3 years of experience in technical writing or user support documentation.
• Basic understanding of IT systems and troubleshooting workflows.
• Strong written communication skills and attention to clarity and structure.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and standard office tools.
• Active Secret clearance and U.S. citizenship.

Preferred Qualifications

• Familiarity with IT service management tools such as ServiceNow.
• Exposure to knowledge‑centered service (KCS) practices.
• Experience contributing to knowledge bases in technical environments.