Technical Writer

Technical Writer – Arlington, VA

Net Impact Strategies has an opportunity for a Technical Writer to support a federal customer's IT Service Desk and enterprise IT operations by developing high-quality, user-centered technical documentation. This role plays a critical part in strengthening knowledge management, improving incident resolution efficiency, and enhancing overall service delivery within a hybrid (on-premises and cloud) IT environment. The Technical Writer collaborates closely with Service Desk leadership, engineers, and IT stakeholders to translate complex technical processes into clear, actionable documentation that supports operational excellence and SLA performance;

this position is onsite in Arlington, VA.

• Develop, author, and maintain comprehensive technical and knowledge-based documentation supporting IT Service Desk operations
• Create and manage a centralized knowledge repository to improve first-call resolution and promote self-service recovery
• Document incident management workflows, escalation procedures, and Tier III technical processes
• Produce user guides, process documents, white papers, requirements documents, use cases, and online help materials
• Draft internal IT communications, how-to articles, and technical updates for enterprise distribution
• Ensure documentation aligns with IT Service Management (ITSM) best practices and defined Service Level Agreements (SLAs)
• Maintain version control standards and oversee the documentation lifecycle process
• Collaborate with Service Desk analysts, engineers, and IT leadership to capture accurate technical procedures
• Translate complex system configurations and troubleshooting steps into clear, user-friendly content
• Support documentation related to equipment rollouts, onboarding processes, and application updates
• Continuously evaluate and improve documentation standards to enhance clarity, consistency, and usability
• Ensure documentation complies with federal security, privacy, and operational standards

• Bachelor's degree in Technical Writing, Communications, Information Technology, or related field (or equivalent professional experience)
• Minimum three (3) years of experience in IT technical writing within a service desk, help desk, or enterprise IT environment
• Demonstrated experience building and maintaining knowledge bases and process documentation
• Proficiency with Microsoft Office Suite, including Word and Visio
• Experience using Adobe Acrobat and documentation publishing tools
• Experience managing documentation repositories and version control processes
• Strong ability to translate complex technical concepts into clear, concise written materials
• Ability to obtain and maintain a Moderate Background Investigation (MBI) and PIV credential
• Excellent written and verbal communication skills
• Strong attention to detail and organizational skills

• Experience supporting a federal agency or regulated environment
• Familiarity with ITIL or IT Service Management (ITSM) frameworks
• Experience documenting hybrid IT environments (on-premises and cloud services such as Microsoft 365/Azure)
• Experience supporting SLA-driven, performance-based contracts
• Knowledge of knowledge management best practices and continuous service improvement initiatives
• Ability to collaborate effectively across technical and non-technical teams

• Full-time onsite position
• Work location:
  
  Arlington, VA
• Limited telework may be permitted with prior approval
• No routine travel required

Net Impact Strategies Inc. (Net Impact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, Net Impact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements.

We design and implement comprehensive, tailored solutions that are both mindful of the client's culture…