Knowledge Management Rep. - TS/SCI w/ POLY

General Dynamics Information Technology; Colorado Springs (CO); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

401K match

Health benefits

Mobility program

Education support

Tech learning

Job summary

General Dynamics Information Technology in Colorado Springs seeks a Knowledge Management Rep to create and maintain SOPs, user guides and knowledge articles for Network Enterprise, and to manage documentation in the SharePoint KM repository.

The role requires strong technical writing and problem solving, with the ability to provide end-user support, respond to inquiries, and coordinate site documents. Travel to customer sites may be required.

Qualifications

• BA/BS or equivalent in a related field with 5+ years of KM experience.
• Strong technical writing and documentation skills for SOPs, User Guides, and KAs.
• Experience maintaining documentation in enterprise repositories (SharePoint).

Responsibilities

• Create and maintain SOPs, User Guides and KAs for Network Enterprise.
• Maintain documentation in the SharePoint KM repository.
• Provide end-user hardware/software troubleshooting and remote support as needed.
• Respond to queries in person, by phone, email, or IM.

Skills

Technical writing

Knowledge management

SharePoint

Customer support

Education

BA/BS or equivalent

5+ years experience

Tools

SharePoint KM

ITIL

Job description

Knowledge Management Rep

GDIT is your place to make meaningful contributions to challenging projects and grow a rewarding career.

JOB PROFILE SUMMARY:

• Create and Maintain Standard Operating Procedures (SOPs), User Guides and Knowledge Articles (KAs) as they pertain to Network Enterprise.
• Technical writing and enterprise experience to maintain SOPs, User Guides and KAs within Network Enterprise.
• Maintain documentation within the SharePoint Knowledge Management repository.
• Site Documents updated and shared on the SharePoint site when appropriate.

• Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Respond to email, IM messages (IM), and voicemail messages for customers seeking help.

GDIT JOB DESCRIPTION:

Technical writing and enterprise experience to maintain SOPs, User Guides and KAs within Network Enterprise.

Maintain documentation within the SharePoint KM repository.

Site Documents updated and shared on the SharePoint site when appropriate.

Knowledgeable on the services within Network Enterprise and for all classification of networks.

Working knowledge of Enterprise Applications and all CCC services and related products of responsibility.

Capable of troubleshooting existing applications and devices within Network Enterprise.

• Maintains computer hardware and software both in person and using remote access tools
• Provides end-user software and hardware troubleshooting
• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Administers e-mail, Microsoft office, etc.
• Provides remote support access through desktop mirroring and other remote access applications for worldwide sites
• Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users of cloud infrastructure
• Maintains current knowledge of relevant technology as assigned
• May coach and provide guidance to less-experienced professionals
• May serve as a team or task lead

WHAT YOU’LL NEED TO SUCCEED:

• Education: BA/BS (or equivalent experience), 5+ years of experience

Required Skills and Abilities:

Two certifications are required for the program:

Clearance: TS/SCI must be able to obtain and maintain a polygraph

1. Security+ CE or another 8570 Cert
2. PWS 9.1 cert

• Preferred Skills: Proficient writing and oral skills.
• Location: Customer Site, Applicants may be required to travel to the sites where other KM team members sit.

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

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