Entry-Level Technical Writer

Overview

Join AMERICAN SYSTEMS, an employee-owned federal government contractor, where we empower our team to support national priority programs. Our expertise spans Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

Responsibilities

• Deliver top-notch technical support by documenting, tracking, and resolving customer inquiries, such as CAC card registrations, command transfers, PIN and password resets, and account reactivations, adhering to established help desk protocols.
• Produce and update standardized documents including reports, manuals, briefs, proposals, instruction books, and catalogs focused on processes and system usage.
• Leverage available technical resources (manuals, catalogs, operating procedures, diagrams, and knowledge base articles) to troubleshoot issues, articulate solutions, and assist users with account and system processes.
• Ensure accurate record-keeping of tickets, service requests, resolutions, and documentation updates; generate a detailed monthly report summarizing help desk activities and trends.
• Collaborate with supervisors and senior staff to clarify technical information, enhance procedures, and refine user-facing documentation and support materials such as FAQs and how-to guides.
• Respond to Help Desk calls, assisting customers with software application issues, while logging support requests in automated tracking and defect tracking systems.
• Engage in effective communication and meetings with government personnel.

Qualifications

• High School diploma required.
• Active Secret Clearance is necessary.
• U.S. Citizenship is required to obtain/hold a U.S. security clearance.
• Proficient in MS Teams.
• Familiarity with Jira is a plus.
• Experience with Citrix/Remote Desktop protocol applications.
• Knowledge of SQL Server Management Studio (SSMS) is beneficial.
• Understanding of Relational Database Management Systems (RDBMS) and basic SQL queries.

Pay Transparency Statement

AMERICAN SYSTEMS is committed to offering pay transparency for our applicants and employee-owners. The salary range for this position is USD $0.00/Yr. - USD $999,999.99/Yr. Actual compensation will be determined based on several factors allowed by law. We prioritize the well-being of our employees and their families through a robust benefits program that includes healthcare, paid leave, retirement plans, insurance, and education assistance.

EEO Statement

We are an equal opportunity employer, assessing race, sex, disability status, and veteran status.