Technical Writer II

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology Test & Evaluation Program Mission Support Engineering & Analysis and Training.

• Development and upkeep of In-Service Training Data elements to include but not limited to Qualifications Certification Licenses and Test Banks.
• Provide front-line technical support by documenting tracking and resolving customer issues including CAC card registration command transfers PIN and password resets and user account reactivations following established help desk procedures.
• Revise and write standardized materials such as reports manuals briefs proposals instruction books catalogs and related technical/administrative publications focused on work methods procedures and system usage.
• Use available technical resources (manuals catalogs operating procedures diagrams and knowledge base articles) to troubleshoot issues explain solutions and guide users through account access and system processes.
• Maintain accurate records of tickets service requests resolutions documentation updates and revisions; prepare and submit a comprehensive monthly report summarizing help desk activities and trends.
• Collaborate with supervisors and senior staff to clarify technical information refine procedures and improve user-facing documentation and support materials (FAQs how-to guides internal process documents).
• Answering Help Desk calls assist customers in troubleshooting issues in software applications document support requests in automated tracking systems and defect tracking systems
• Communicate and meet with government personnel.

• High School Diploma
• Active Secret Clearance
• U.S. Citizenship Required for the purposes of obtaining/holding a U.S. security clearance
• Familiarity with MS Teams
• Familiarity with Advanced Skills Management (DATA DEVELOPER)
• Familiarity with JIRA
• Familiarity with Citrix/Remote Desktop protocol applications
• Familiarity with Relational Database management systems (RDBMS) and basic SQL queries