Technical Writer

NetImpact Strategies

9h

About The Position

NetImpact Strategies is seeking an experienced Technical Writer to develop and maintain clear, accurate, and user-friendly technical documentation for a federal customer. This role involves collaborating with subject matter experts to create materials that enhance operational efficiency and user understanding. This role offers an opportunity to contribute to the enhancement of IT operations within a federal agency by ensuring that technical documentation is accurate, accessible, and aligned with organizational standards.

Requirements

• Bachelor’s degree in English, Communications, Computer Science, or a related field.
• Minimum of 5 years of professional experience in technical writing.
• Proficiency in developing clear and effective technical documentation.
• Experience with documentation tools and content management systems.
• Strong attention to detail and ability to maintain consistency in style and formatting.
• Excellent written and verbal communication skills.

Nice To Haves

• Experience with federal agency documentation standards and guidelines.
• Familiarity with ServiceNow or similar IT service management platforms.
• Knowledge of IT infrastructure and Help Desk operations.
• Ability to work collaboratively in a team-oriented environment.

Responsibilities

• Develop, revise, and edit technical documentation including procedure manuals, user manuals, programming manuals, service manuals, operational specifications, policies, and related publications.
• Ensure all documentation adheres to Customer Style Guide standards for clarity, conciseness, style, terminology, formatting, and graphics.
• Conduct interviews with subject matter experts (SMEs), observe production processes, and review technical specifications, blueprints, engineering illustrations, and trade journals.
• Review, proofread, and edit documents for clarity, grammar, accuracy, and compliance with agency standards.
• Regularly update and revise documentation to reflect changes in products, services, and procedures.
• Provide technical writing support for new product development and system updates.
• Gather feedback from stakeholders and end users to enhance the quality and usability of technical documents.
• Draft and distribute alerts and notifications across the agency to communicate changes, updates, or issues.
• Maintain the knowledge management repository, including both internal and end-user-facing content.
• Create and update Knowledge Articles (KAs) in ServiceNow to provide solutions to known issues, support daily Help Desk operations, and enable user training and self-service.
• Develop and maintain documentation for Tier 1 and Tier 2 support, including scripts, SOPs, escalation matrices, and process guides.
• Manage and update escalation matrices and contact lists (internal staff, vendors, and service providers) to ensure timely escalation of incidents and service requests.
• Collaborate with federal and contractor Help Desk teams to identify opportunities for improved self-service, end-user training, and root cause analysis.
• Recommend and implement improvements to Single Point of Contact (SPOC) processes and IT infrastructure support services to drive continuous service improvement.

Benefits

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required
• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays
• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)
• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!
• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level