Specialist - Tech Writing (Onsite - Washington, D.C.)

Description & Requirements

Maximus is seeking a Specialist - Tech Writing to develop, publish, and govern mission-critical operational content-SOPs, work instructions, knowledge base articles, and client-facing reports-that enable efficient Help Desk and field operations.

You'll work at the intersection of operations, IT, and program management, transforming SME input and system data into clear guidance and actionable insights for both internal users and client stakeholders.

This position supports multiple operational workstreams (e.g., Help Desk, Installation, Asset Management).



*Position is contingent upon contract award

*

This is an onsite role at our Washington, D.C.

location.

Essential Duties and Responsibilities:
- Analyze escalation queues, Help Desk Log, call logging queues and reports in order to make decisions about new contact reasons and to address content gaps/discrepancies.

Content/Support Materials development/production.
- Work with internal teams to develop content for the end-user and manage feedback as needed.
- Assist with the coordination and review process for updates, monitor deadlines, and maintain contact with reviewers throughout the Standard Operating Process.
- Correspond with SMEs during the revision process, make recommendations and offer guidance when implementing feedback, and adhere to editorial standards for length and readability.
- Monitor deadlines, maintain contact with feedback submitters, and answer inquiries pertaining to content and location of knowledge materials through e-mail and telephone communications.
- Maintain expertise in health policy knowledge by staying current with policies and regulations.
- Develop surveys to better understand content inaccuracies and procedural needs/documentation for Call Center.
- Gather and analyze requirements.

- Develop, edit, and publish Standard Operating Procedures (SOPs), work instructions, job aids, and knowledge base articles to support Help Desk and field operations.

- Manage the full content lifecycle, including drafting, SME review, compliance checks, approval, and production release.

- Conduct periodic audits of knowledge base content to identify gaps, reduce duplication, and improve usability.

- Maintain expertise in program policies and regulations to ensure documentation accuracy and compliance.

- Experience supporting Federal programs or contracts.

- Understanding of Help Desk workflows and IT operations.

- Proficiency with analytics tools for reporting and dashboard creation.

- Ability to communicate processes and procedures in easy to understand written documentation.

Minimum Requirements

- Bachelor's degree with 3+ years of experience.

- 3+ years of experience in technical writing or documentation management for IT or Help Desk environments.

- Proven ability to produce client-ready reports and present findings to senior stakeholders.

- Strong knowledge of documentation standards, style guides, and plain-language principles.

- Fami...