Help Desk Technical Writer

Leidos has an exciting opportunity for a Technical Writer on the Knowledge team to support our customer. The role supports the End-User Centric IT Support 2 (ECIS 2) contract for the Centers for Medicare and Medicaid Services (CMS). The position is with the ECIS 2 Communications, Knowledge, and Training (CKT) team, based in Windsor Mill, MD (Baltimore).

More specifically, the position supports the CMS Enterprise Service Desk by working with their knowledge base of Tier 1 troubleshooting articles as well as maintaining a collection of self-service (Tier 0) articles for end users. 

Primary Responsibilities:

Under the direction of the Knowledge team's lead, you will:

• Write, edit, proofread and/or provide writing support for end user articles, such as FAQs and how-to guides with minimal proofreading errors, logical organization, and correct wording. And ensure that articles meet customer standards.

• Write, edit, proofread and/or provide writing support for IT troubleshooting articles, with minimal proofreading errors, logical organization, and correct wording. 

• Consult relevant sources, including subject matter experts, documents (and research), and client and project personnel, to obtain background information.

• Successfully learn and apply understanding of technical initiatives and processes for assigned tasks.

• Analyze task tickets and draw from prior experiences to determine what needs to be done to resolve tickets in a timely manner.

• Review your peer’s work and that of CKT team members.

• Create reports using the ServiceNow platform and Excel.

• Complete team and ad-hoc tasks within required timeframe.

• Attend and participate in meetings.

• Explain solutions, practices and procedures to others within the organization. 

• Work successfully within project teams and manage work independently through these processes, including internal and customer review and approval processes.

• Act as a knowledge lead for IT projects and efforts in the customer's IT environment.

• Work collaboratively as part of the Communications, Knowledge, and Training Team and in a matrix environment that includes project managers, IT engineers, and service delivery professionals.

Basic Qualifications:

• Requires a bachelor’s degree in a related discipline (e.g., IT, Technical Writing, English, or Communications) and 2 or more years of prior relevant experience. Additional years of experience may be considered in lieu of degree.

• Must have prior experience supporting the CMS customer and a strong understanding of the customer's environment.

• Must have at least 1 year of experience using the ServiceNow platform; specifically, for creating and reviewing service desk tickets (interaction, case, INC, RITM, CR) in both Classic UI and CW UI, and for creating and reviewing reports.

• Must have at least 1 year of experience using the ServiceNow platform for supporting an IT help desk/service desk and/or end users with IT knowledge content.

• Ability to communicate effectively: You must be able to communicate technical ideas and questions in a clear and concise manner, both verbally and written, and in a professional manner.

• Ability to write effectively:  You must be able to write new documents as well as update existing ones with the following skills: proactive thinking, conciseness, logical organizing of ideas, excellent proofreading skills, and excellent use of proper grammar, punctuation, and sentence structure. And you must write with an understanding that subtle changes can have broad changes in meaning.

• Analytical skills: Ability to correctly determine what should be said or written and what should be excluded, based on the audience and the intended outcome. After completing the training process, you must be able to recall the team's operating procedures and independently determine appropriate next steps for assigned tasks and apply past learnings consistently.

• Listening skills: Ability to follow a complex technical conversation, understand what information is relevant, and ask pertinent questions to solve the immediate problems. 

• Collaboration skills: Ability to work flexibly  within your team and across multiple teams on shared tasks and products. 

• Ability to maintain a steady pace of working throughout the day.

• Ability to work independently with minimal assistance from peers and POCs.

• Ability to correctly prioritize your daily work with the priorities of the team’s work load in mind and independently meet deadlines.

• Ability to switch focus, take on ad-hoc tasks, and change priorities on short notice.

• Ability to create and update emails, meeting notes, and reports with professionalism, effective writing, accuracy, attention to details, proactivity, and  necessary background information, as needed.

• Ability to maintain a "can do " attitude.

• Must have basic Word, Excel and PPT skills.

• Experience with writing troubleshooting articles for an IT support team.

• Ability to review, modify or create technical process steps including capturing and marketing up images for how-to approaches in plain language.

• Must be able to obtain and maintain a Public Trust clearance.

Preferred Qualifications:

• Demonstrated record of making a positive impact for an IT help desk/service desk.

• Experience using Jira and Confluence to track IT project tasks.

• Experience using the Amaze Builder app.

• Experience using HTML or CSS to format webpages.

• Experience with the Scrum methodology.

All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.

The Mission  

The Digital Modernization Sector is focused on delivering performance-based IT services and repeatable solutions to include applying cloud-factory and aaS (as a Service) capabilities and integrating commercial products to provide a comprehensive digital engineering approach to IT transformation. Our team is solving the world’s toughest security challenges for customers with “can’t fail” missions. To explore and learn more, click here! 

Come join our rapidly growing team and enjoy these benefits:

• Paid Time Off (PTO) accrued based on Leidos policy, up to 3 weeks a year.

• Eleven (11) paid holidays per year.

• Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability plans.

• Ongoing training to support your success.

• Discounted Leidos stock purchase and other Employee Discounts

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.