National Security IT Documentation Lead

CACI; National Harbor (MD); On-site; USD 71,000 - 149,000; Full time

Job summary

CAC I is seeking a Documentation Specialist for the United States Secret Service contract to support the Department of Homeland Security. You will craft and maintain SOPs, knowledge articles, and field guidance for IT support staff and field technicians.

Working with a distributed team, you will align content with ITSM processes, ensure accessibility and branding, and contribute to knowledge management metrics and training curriculum.

Qualifications

• Bachelor level education is not required if equivalences are met.
• Must be able to obtain Public Trust clearance.
• Proven ability to write technical documentation for IT support staff.
• Experience developing SOPs, work instructions, and knowledge articles in ServiceNow.

Responsibilities

• Develop and maintain standardized work instructions, SOPs, and knowledge articles.
• Create field-specific guidance for geographically dispersed technicians.
• Ensure documentation aligns with ITSM processes and branding standards.
• Collaborate with training to support Field Tech Curriculum objectives.
• Maintain accessible documentation repositories for quick issue resolution.
• Document remote diagnostic tooling and troubleshooting technologies.

Skills

Technical writing

Public Trust clearance

Experience documenting IT support

SOPs and knowledge articles

ServiceNow experience

Education

Associate's degree + 6 years experience

Tools

ServiceNow

SharePoint

Confluence

Visio

Lucidchart

Snagit

Camtasia

Job description

CAC I is seeking a Documentation Specialist for the United States Secret Service contract to support the Department of Homeland Security. You will craft and maintain SOPs, knowledge articles, and field guidance for IT support staff and field technicians.

Working with a distributed team, you will align content with ITSM processes, ensure accessibility and branding, and contribute to knowledge management metrics and training curriculum.