Technical Writer II

Overview

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.

• 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

• 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 Service Now
• 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

• 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

• Must be able to acquire Public Trust Clearance
• Must be able to pass a SAMHSA Drug Screening Test

• 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

• Medical, Vision, Dental Coverage
• 401(k) Matching
• PTO