IT Support Documentation Specialist

BizTek People, Inc. | APA International Placement Consultants

9d • Hybrid

About The Position

We are seeking a contract IT Support Documentation Specialist to document and standardize IT support processes and procedures. This role will work closely with IT support staff to capture current state workflows and translate them into clear, usable knowledge base articles. The documentation will be published and maintained in Zoho Desk and SharePoint Online to support self service, consistency, and operational efficiency across IT support teams.
This is a hands on role focused on listening, synthesizing, and documenting how IT support actually operates today, while helping organize content in a way that is intuitive and easy to maintain.

Requirements

• Experience documenting IT support or service desk processes
• Strong technical writing and documentation skills
• Familiarity with ITIL or IT service management concepts (incident, request, change, problem)
• Experience creating or managing knowledge bases
• Experience working with Zoho Desk, SharePoint Online, or similar platforms
• Strong interviewing and listening skills
• Ability to work independently and manage deliverables with minimal supervision

Nice To Haves

• Prior experience in an IT support or service desk environment
• Experience organizing documentation for self service or tier 1 support use
• Basic understanding of enterprise IT environments including end user support, systems, and applications

Responsibilities

• Interview IT support staff to understand day to day processes, procedures, and common issues
• Document IT support workflows including incident intake, troubleshooting, escalation, and resolution
• Create clear, concise knowledge base articles for Zoho Desk and Service Now.
• Organize supporting documentation, process diagrams, and reference materials in SharePoint Online
• Standardize documentation formats, naming conventions, and structure
• Identify gaps, inconsistencies, or opportunities to improve clarity in existing documentation
• Ensure documentation is written for both technical and non technical audiences
• Maintain version control and ensure documentation remains current throughout the contract term
• Collaborate with IT leadership to prioritize documentation needs

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees