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Position Summary
We’re seeking a detail-oriented and purpose-driven Technical Writer to serve as a cornerstone of our knowledge management efforts, transforming complex technical information into clear, reliable documentation that empowers our service desk and IT teams to perform at their best
The Technical Writer creates, edits, and maintains clear, concise, and accurate documentation that supports IT systems, software, and service desk operations. Working closely with management, technical teams, and subject matter experts, this role ensures that system and process information is clearly communicated and easy to use for both internal staff and client stakeholders. The Technical Writer plays a key role in knowledge management by keeping standard operating procedures, system documentation, and other knowledge materials current, compliant, and aligned with government and program standards.
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Core Competencies:
- Exceptional written communication and documentation skills
- Skilled at translating complex technical content into clear, user-friendly language
- Consistent formatting, structure, and style aligned with documentation standards
- Strong collaboration and communication with management, technical teams, and stakeholders
- Highly organized with strong time management and follow-through
- Detail-oriented with commitment to accuracy, version control, and document integrity
- Awareness of accessibility and compliance standards, including Section 508
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Key Responsibilities & Essential Duties:
- Develop, update, and maintain clear and accurate documentation including SOPs, user guides, templates, FAQs, and knowledge base articles
- Ensure all documentation adheres to plain language principles, organizational style standards, and Section 508 accessibility requirements
- Collaborate with management, technical teams, and subject matter experts to gather, validate, and translate complex information into user-friendly content
- Create clear, accurate AS-IS process documentation and workflow diagrams to support understanding of current operational practices
- Assist in developing TO-BE process documentation and simplified workflow diagrams to support process improvement initiatives
- Establish and maintain templates, formatting standards, and contribute to the development of best practices to promote consistency across documentation deliverables
- Maintain document version control, track updates, and ensure timely publication or submission of all deliverables in alignment with project deadlines
- Support knowledge management initiatives by organizing, cataloging, and updating documentation repositories to ensure content is current, searchable, and easily accessible
- Record and summarize meeting minutes, capturing key decisions, action items, and updates related to documentation and process improvement activities
- Edit and review technical content to ensure clarity, accuracy, and compliance with organizational and contractual standards
- Assist with preparation of reports, proposals, and other project documentation as needed to support PMO or service delivery requirements
- Other duties as assigned
Qualifications
Required:
- Minimum of three (3) years of professional experience in technical writing, documentation, or communications within an IT, service desk, or technical operations environment
- Bachelor’s degree in English, Communications, Computer Science, or a related field, or equivalent experience
- Proficiency in Microsoft Office 365 (Word, PowerPoint, Excel, Teams) and Adobe Acrobat for document creation, editing, and accessibility formatting
- Experience using documentation or knowledge management platforms such as SharePoint or ServiceNow
- Strong grammar, editing, and formatting skills with a focus on plain language and consistency
- Understanding of accessibility and compliance requirements, including Section 508 standards
- Excellent organizational and time management skills with the ability to manage multiple documentation deliverables and meet deadlines
- Ability to quickly learn new technologies, tools, and organizational processes
Nice to Have:
- Experience with government contracting or compliance-driven documentation
- Familiarity with Agile or Scrum development environments
- Experience with Microsoft Power Platform tools (Power BI, Power Automate) to support reporting or workflow improvements
- Familiarity with knowledge management or process improvement initiatives
- Experience with visual documentation tools such as Microsoft Visio or similar diagramming software
- ITIL certification
Required Clearances/ Certifications:
- Must be able to acquire Public Trust Clearance
- Must be able to pass a SAMHSA Drug Screening Test
Work Environment / Location Expectations:
- Primarily onsite with possible hybrid options depending on business needs
- Standard office environment with occasional lifting of IT equipment (up to 25 lbs)
- Minimal travel required
Benefits:
- Medical, Vision, Dental Coverage
- 401(k) Matching
- PTO
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