Technical Service Desk Knowledge Base Specialist

$86,000 - $138,000/Yr

Peraton - Sterling, VA

Full-time - Entry Level

Remote - Sterling, VA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Technical Service Desk Knowledge Base Specialist at Peraton plays a crucial role in supporting the U.S. Department of State's Bureau of Consular Affairs by providing knowledge management and technical writing support. This position involves creating and maintaining high-quality documentation that aids service desk analysts in their operations, ensuring efficient service delivery and compliance with established guidelines.

Responsibilities

• Review, update and organize documentation, ensuring its accuracy and quality.
• Respond to requests for new material, including preparing Knowledge Base articles that document solutions to issues.
• Support releases/deployments with knowledge material and job aids for the Service Desk analysts.
• Collaborate with other teams to share and receive insights, root causes, perform analysis, and present recommendations.
• Track daily activity to provide transparency and information for weekly and monthly reports to client using ServiceNow reports.
• Participate in meetings to share information, decisions, and action items with the team.
• Contribute to QA and Training tasks as part of a larger group in the Service Center and in support of the Service Desk Tier 1 team.
• Maintain the knowledge base in ServiceNow, ensuring information is documented using consistent layout and language.
• Ensure documentation adheres to customer style guides and complies with customer guidelines, procedures and timelines for ticket handling.
• Utilize templates and edit or create them to ensure consistent design of documentation for its purpose: ServiceNow, SharePoint, Word, PowerPoint, and other tools as appropriate.
• Work with Service Center leadership, training team, and quality analysts to draft and finalize documentation in a timely manner with government approval.
• Work independently and with colleagues to identify and implement ways to improve documentation to support efficient ticket handling.

Requirements

• U.S. citizenship and an active SECRET Government Security Clearance.
• At least two years of technical writing experience, such as creating training manuals, user guides, process documents, job aids, knowledge base articles, FAQs, canned language or scripts.
• Ability to accurately document processes in English with minimal errors.
• Understand and be well-versed in active language, subject-verb agreement, punctuation, and other foundational grammar rules.
• Independent self-starter who will manage their schedule to achieve team productivity goals and deadlines.
• Strong attention to detail, enabling successful implementation of instructions from various support teams to create or update the KBAs, while striving for error-free work.
• Skilled at making logical conclusions or deductions from incomplete information and synthesizing information from subject matter experts and/or draft technical materials.

Nice-to-haves

• ITILv3 or ITIL 4 Foundation Certification
• Microsoft IT Support Certification or HDI SCR KCS Methodology Certification
• Experience writing standard operating procedures for a federal government service center/help desk is highly desirable.
• Degree or college-level coursework in a writing or communications field, such as Communications, English, Technical and Professional Writing, or Journalism.

Benefits

• Dental insurance
• Disability insurance
• Health insurance
• Paid holidays
• Paid parental leave
• Paid time off