Help Desk Technical Writer - Federal (Remote)

6 month contract40-45/hrWe are seeking a dedicated and detail-oriented Help Desk Analyst with technical writing experience to join our growing IT support team. In this role, you will provide exceptional technical assistance to end-users, troubleshoot and resolve hardware and software issues, and play a key role in creating and maintaining comprehensive Standard Operating Procedures (SOPs) and knowledge base articles to improve the efficiency and consistency of our IT support processes.

Responsibilities

• Provide first-line technical support to end-users via phone, email, or ticketing system, addressing issues related to hardware, software, networking, and peripheral devices.
• Diagnose and resolve a variety of technical issues, escalating complex problems to senior IT staff when necessary.
• Assist users with setting up and configuring devices, applications, and access to network resources.
• Track and manage service requests, ensuring timely follow-up and resolution within established SLAs (Service Level Agreements).
• Document all support interactions, including issues, resolutions, and follow-up actions, in a detailed and organized manner.
• Develop, write, and maintain clear and concise Standard Operating Procedures (SOPs) for common IT support tasks, system configurations, and troubleshooting steps.
• Create and update internal knowledge base articles to provide self-service solutions for end-users and IT staff.
• Work closely with cross-functional teams to ensure that technical documentation is accurate and reflects the latest changes to IT systems, processes, and best practices.
• Ensure that SOPs and documentation are consistent with company policies, user needs, and industry standards.
• Assist in training new staff members and providing ongoing education to team members regarding SOPs, processes, and tools.
• Support the development and implementation of training materials and guides for end-users, including FAQs and how-to documents.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Technical Communication, or a related field (or equivalent experience).
• Proven experience (2+ years) in a Help Desk or IT Support role, including troubleshooting hardware and software issues.
• Experience with technical writing, including creating and maintaining SOPs, user guides, or knowledge base articles.
• Strong knowledge of IT systems, software applications, and networking concepts.
• Excellent written communication skills with the ability to convey complex technical information in a clear and concise manner.
• Familiarity with help desk ticketing systems (e.g., Zendesk, ServiceNow, Jira) and remote desktop tools.