Note: The job is a remote job and is open to candidates in USA. Dunhill Professional Search & Government Solutions is a professional search and government solutions company supporting enterprise and federal IT environments. The Technical Writer creates and maintains user-facing documentation, knowledge base content, troubleshooting procedures, and communication materials while collaborating with support and technical teams. This remote role is available to junior and mid-level candidates located within 50 miles of San Antonio, Texas, or Washington, DC.
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 - must be within 50 miles of Washington DC or San Antonio TX
- Remote work arrangement
Company Overview