Job Description
Responsibilities for this Position
Location: USA DC Washington
Full Part/Time: Full time
Job Req: RQ222018
Type of Requisition: Regular
Clearance Level Must Currently Possess: Top Secret
Clearance Level Must Be Able to Obtain: Top Secret/SCI
Public Trust/Other Required: None
Job Family: IT Infrastructure and Operations
Job Qualifications: Skills: Customer Support, Standard Operating Procedure (SOP), Ticketing Systems, User Guide Creation, Writing Articles
Certifications: None
Experience: 4 + years of related experience
US Citizenship Required: Yes
Job Description: KNOWLEDGE MANAGEMENT SPECIALIST PRINCIPAL
Transform technology into opportunity as a Full Time, On-Site Knowledge Technical Writer with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you serve as a critical link between complex technical data and actionable support, ensuring the Tier 1 Help Desk has the documentation needed to succeed.
At GDIT, people are our differentiator. As a Knowledge Technical Writer, you will help ensure today is safe and tomorrow is smarter. Our work depends on a professional who brings initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
HOW A Knowledge Technical Writer WILL MAKE AN IMPACT:
- Develop, write, and maintain Standard Operating Procedures (SOPs), knowledge articles, and user guides specifically for the Tier 1 Help Desk.
- Partner with Quality and Training teams to analyze help desk performance and ticket data to identify knowledge gaps.
- Translate informal troubleshooting steps from resolved tickets into official, clear, and concise knowledge base articles.
- Manage the full lifecycle of documentation, including creation, regular reviews, updates, and archival to keep the knowledge base current.
- Collaborate with the Knowledge Manager to align all Tier 1 documentation with the broader KM strategy and framework.
- Assist in creating training materials for the Tier 1 Help Desk based on established SOPs and knowledge articles.
- Champion the use of the knowledge base to improve the quality, consistency, and efficiency of help desk support.
- Track and report on KPIs related to content effectiveness, such as reduced resolution times and lower escalation rates.
- Support Tier 1 technicians by guiding them to correct documentation and gathering feedback for continuous improvement.
- Obtain and maintain a CompTIA Security+ certification (DoD 8570 Compliance) within six months of starting.
- Maintain an active Top Secret security clearance with SCI eligibility.
- Perform all duties on-site at the customer location in Washington, D.C.
What You'll Need to Succeed - Required Experience: 4 years of related experience.
- Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting.
- Security Clearance Level: Active Top Secret with SCI Eligibility.
- Preferred Skills: BS/BA highly desired.
- Location: On Customer Site, Washington, District of Columbia.
GDIT Is Your Place - 401K with company match.
- Comprehensive health and wellness packages.
- Internal mobility team dedicated to helping you own your career.
- Professional growth opportunities including paid education and certifications.
- Cutting-edge technology you can learn from.
- Rest and recharge with paid vacation and holidays.
OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
The likely salary range for this position is $107,744 - $123,050. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours: 40
Travel Required: 10-25%
Telecommuting Options: Onsite
Work Location: USA DC Washington
Additional Work Locations: Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at
gdit.com/tc .
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
PI285200372
KNOWLEDGE MANAGEMENT SPECIALIST PRINCIPAL
Transform technology into opportunity as a Full Time, On-Site Knowledge Technical Writer with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you serve as a critical link between complex technical data and actionable support, ensuring the Tier 1 Help Desk has the documentation needed to succeed.
At GDIT, people are our differentiator. As a Knowledge Technical Writer, you will help ensure today is safe and tomorrow is smarter. Our work depends on a professional who brings initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
HOW A Knowledge Technical Writer WILL MAKE AN IMPACT:
- Develop, write, and maintain Standard Operating Procedures (SOPs), knowledge articles, and user guides specifically for the Tier 1 Help Desk.
- Partner with Quality and Training teams to analyze help desk performance and ticket data to identify knowledge gaps.
- Translate informal troubleshooting steps from resolved tickets into official, clear, and concise knowledge base articles.
- Manage the full lifecycle of documentation, including creation, regular reviews, updates, and archival to keep the knowledge base current.
- Collaborate with the Knowledge Manager to align all Tier 1 documentation with the broader KM strategy and framework.
- Assist in creating training materials for the Tier 1 Help Desk based on established SOPs and knowledge articles.
- Champion the use of the knowledge base to improve the quality, consistency, and efficiency of help desk support.
- Track and report on KPIs related to content effectiveness, such as reduced resolution times and lower escalation rates.
- Support Tier 1 technicians by guiding them to correct documentation and gathering feedback for continuous improvement.
- Obtain and maintain a CompTIA Security+ certification (DoD 8570 Compliance) within six months of starting.
- Maintain an active Top Secret security clearance with SCI eligibility.
- Perform all duties on-site at the customer location in Washington, D.C.
What You'll Need to Succeed - Required Experience: 4 years of related experience.
- Required Technical Skills: CompTIA Security+ (DoD 8570 Compliance) required within 6 months of starting.
- Security Clearance Level: Active Top Secret with SCI Eligibility.
- Preferred Skills: BS/BA highly desired.
- Location: On Customer Site, Washington, District of Columbia.
GDIT Is Your Place - 401K with company match.
- Comprehensive health and wellness packages.
- Internal mobility team dedicated to helping you own your career.
- Professional growth opportunities including paid education and certifications.
- Cutting-edge technology you can learn from.
- Rest and recharge with paid vacation and holidays.
OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
The likely salary range for this position is $107,744 - $123,050. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours: 40
Travel Required: 10-25%
Telecommuting Options: Onsite
Work Location: USA DC Washington
Additional Work Locations: Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
Join our Talent Community to stay up to date on our career opportunities and events at
gdit.com/tc .
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
PI285200372
Job Tags
Full time, Temporary work, Part time, Immediate start, Remote work, Worldwide, Flexible hours