Job Details
Technical Writer III
Who is Epsilon:
Epsilon is an IT Services company that was founded in 2009 and has become an established leader in providing Information Technology services to both Federal Government and Commercial businesses across the United States. Epsilon is known for its solution-focused and innovative approach, aligning technology systems, tools, and processes with the missions and objectives of its customers.
Epsilon's headquarters are in Weaverville, NC with other corporate offices in Greenville, SC, Crystal City, VA, and Denver, CO. We have employees in 30+ States across the U.S.
Why work for Epsilon:
In joining Epsilon's team, you will have the opportunity to contribute to Epsilon's business and customer initiatives, as well as influence our brand culture through people interaction and technology advancements.
Epsilon invests in our employees by promoting from within and enabling employees to elevate their knowledge and skill set in their profession by allocating $3,000 annually in Professional Development funds. We also offer competitive pay, comprehensive benefits through one of the largest national carriers, Paid Time Off (PTO) that increases with tenure and has a generous rollover, 11 company paid Holidays, and 401(k) with immediate contribution.
Where you'll work:
This is a hybrid onsite/remote opportunity where you will report to the USPTO's location in Alexandria, VA and have the flexibility to work from home based on business needs.
Our Customer's Mission:
Epsilon provides professional and efficient technical support and account management activities for all US Patent and Trademark Office (USPTO) personnel while also providing world class customer service. The Epsilon team is comprised of Service Desk (SD), Enterprise Request Fulfillment/Account Management (ERF), Major Incident monitoring (MI), and Advanced Problem Resolution (APR) technicians. Our Service Desk Agents are the initial point of contact (phone, email or chat) to remedy technical issues, while the APR Team receives escalated tickets, executive support requests, and tier 2 requests. Our ERF team is tasked with account/access management for end users and our MI Team monitors and reports issues affecting enterprise services for USPTO.
An average day:
As Technical Writer III, you will interact directly with key stakeholders and senior leadership and act as a mentor, trainer, and point of escalation for the level II Technical Writers. You will prepare, edit, and distribute internal and external customer facing communications and user guides, as well as service advisory notifications to the patent and trademark personnel. You will also produce and maintain procedural documentation for all tasks and service level agreements. In this position you will:
- Comply with USPTO procedures for knowledge management articles as directed by the Knowledge Management Policy and Procedure Manual. and ensure approvals are obtained for all appropriate new, modified or set for retirement articles prior to publishing or retirement.
- Conduct regular reviews of Problem and Incident records for relevant information to update existing knowledge management articles.
- Prepare user and service guides pertaining to the use of commercial-off-the-shelf (COTS) software, government developed software applications, and guides for documented Service Level Agreements (SLAs).
- Contribute to fact finding and determination of requirements for organization wide communications. Create various communication products such as displays, booklets, documentation (e.g. Service Advisories, Tech Tips, eBiz Notifications, System 411 Notifications) and pamphlets.
- Monitor IT Support Coordinator and Service Advisory mailboxes and the service management platform to disseminate changes and major incident communications such as, eBiz alerts, AdHoc notifications and System 411 updates.
- Attend meetings when requested; bring agendas to meetings, take meeting minutes, and post minutes on the appropriate websites.
- Provide content management support for SharePoint sites.
- Will oversee and participate in special projects as needed
Basic Qualifications: - As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
- 5+ years' experience conducting writing in a technical environment, with direct experience writing and editing customer facing communications.
- Experience in creating documentation such as user guides, manuals, and online help files.
- Experience conducting team or one-on-one trainings or mentorship.
- Good interpersonal skills to collaborate with subject matter experts and team members.
- Ability to research and gather technical information from various sources.
- Proficiency in using documentation tools, software, and knowledge management databases.
- Strong attention to detail and the ability to present complex information clearly and concisely.
- Experience writing and editing content on SharePoint sites is desired.
Other Requirements: - Must be able to pass federal background investigation and obtain a Public Trust.
- May be required to report on site within sixty (60) minutes of notification, unless the problem/incident can be addressed remotely.
- On-call support is needed for any after-hours notifications including updates to the System Status pages, sending Service Advisories, and sending resolution notifications.
Physical Demands and Working Conditions:Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions:
- Prolonged periods of computer desk work.
- Dexterity of hands and fingers to operate a computer keyboard and other computer components.
- Speaking and hearing are sufficient to converse and understand conversations, both in-person, telephone, and virtual meetings.
- The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending.
- Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers.
- Mental aptitude to respond appropriately in high-pressure situations or deadline-driven environments.
- Maintain a professional emotional response when working with others.
Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.
Please click here to review your rights under EEO policy.
If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-###-#### or by email ...@epsilon-inc.com.
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