Job Description

The Technical Writer - Junior supports enterprise and federal IT environments by creating and maintaining clear, user-facing documentation and knowledge resources for common issues and system functionality. They operate remotely from Texas and the Washington, DC area, collaborating with support and technical teams to capture troubleshooting steps, procedures, and guidance that improve the end-user support experience. At the junior level, they build foundational technical writing skills while working within established documentation standards and tools.

Key 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.

Required Qualifications

• Bachelor’s degree or equivalent combination of education and experience in a related field.
• 0–3 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.

Preferred Qualifications

• 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.

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.