Technical Writer

Foster a culture of innovative and out of the box thinking:
We fundamentally understand that each employee has something unique to offer to the organization. We foster a culture that nourishes innovation by empowering staff, leverages their passions, and encompasses a circle of trust where it’s all about thinking of new ideas and getting good feedback.

Invest in our Resources
Employees are essential, their physical and mental well-being are pivotal to the growth of our organization. Our company culture, productivity, and overall employee happiness stem directly from how much training, responsibility, and empowerment they have within our organization. Our focus is on improving the growth of individual through education, allowing them to play central roles, so they can grow and add value to the company.

Provide solutions that are in the best interest of the customer and improve their strategic posture
We are in business to serve our customers and do what is in their best interest. Our philosophy is to offer services that are complete. We strive to provide services that do more than meets the eye, to achieve more than superficial results and to help the business improve in areas that they may not have considered.

Give thoughtful considerations to our actions and their affects
We give thoughtful consideration to each other’s differences and opinions. We must give our individual best to get the job done right. Everyone is accountable for their behaviors, exercising rational judgment, and giving thoughtful consideration to their professional activities and decisions.

Job Description

DOCUMENTATION:

• Responsible for developing and maintaining the USGS Service Desk Knowledge Database

• Develop notification rosters.
• Document procedures for problem handling.
• Proofread documents and publications.
• Prepare after action and incident reports.
• Publish minutes of meetings.
• Prepare a variety of documentation.
• Standardize documentation layouts/formats.
• Build Word and PowerPoint Templates that meet USGS Visual Identity rules.
• Review Web Content and suggest improvements, assist with publishing web content.
• Document processes and procedures.

• Edit and approve content developed by support teams

• Develop information for customers from web sites, emails, tickets, etc.

• Standardize look and feel of content

• Support development and maintenance of Service Catalog, service management, and new

service intake processes.

• Coordinate, edit, and maintain the responses to Assessment & Authorization (A&A) for the Service Desk.

REPORTING:

• Work from a queue of service requests as well as run recurring and ad hoc reports.

• Evaluate data produced by the Avaya Phone System, the Configuration Management Database, and other data sources.
• Provide statistical data in the form of easily understood reports.
• Perform trend analysis, data interpolation, statistical sampling techniques, probability analysis, and operational business impact analysis.
• Report all approved Data Requirements for global, regional, and site as required.
• Create charts, graphs, and tables depicting service levels and trends for presentations as required.

TRAINING AND QUALITY SUPPORT:

• Participate in onboarding customers to the USGS Service Desk

• Capture requirements from customers

• Build migration schedules

• Maintain master schedule

• Develop and publish online training modules.
• Act as part of the Quality Control Team.
• Perform Ticket Quality Reviews on a monthly basis.
• Other duties as assigned.

Degree Requirements: Bachelors Degree or Equivalent Work Experience

Preferred Experience: Minimum of 2 Years Experience in Technical Field

Soft Skills: Technical Writing, Excellent Written/Verbal Communication, Data Analysis, Attention to Detail, Organizational Skills, Analytical Thinking, Collaboration and Team Work, Problem-Solving, Adaptability, Creativity, Time Management, Customer Service Oriented, Critical Thinker, Interpersonal Skills, Technical Aptitude, IT Support Experience is a plus.

SSi is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. SSi also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. VETS are encouraged to apply.