IT Technical Writer (IN OFFICE)

Job Summary

The Information Technology Technical Writer is responsible for developing, documenting, and maintaining policies, standards, procedures, technical documentation, and knowledge management resources across all areas of the IT department. This position works closely with technical staff, managers, and business stakeholders to ensure organizational knowledge is captured, standardized, accessible, and kept current. The ideal candidate is an excellent communicator with strong organizational skills and the ability to translate complex technical concepts into clear, concise documentation.

Essential Duties and Responsibilities

• Develops, documents, and maintains IT department policies, standards, procedures, work instructions, and technical documentation.
• Partners with subject matter experts across Help Desk, Infrastructure, Network Operations, Cybersecurity, Project Management, Application Support, Data Analytics, Software Development, and Server Administration teams to document processes and operational procedures.
• Creates and maintains a centralized repository for IT documentation, ensuring consistency, accessibility, accuracy, and version control.
• Establishes and manages documentation standards, templates, style guides, and governance processes, including document lifecycle management, ownership assignments, workflows, and scheduled reviews.
• Develops and maintains operational runbooks, technical reference guides, recovery procedures, and knowledge articles.
• Documents new technologies, systems, projects, workflows, and operational processes as they are implemented.
• Creates and maintains Help Desk documentation including ticket workflows, escalation procedures, SLAs, and knowledge base content.
• Reviews, updates, and documents cybersecurity policies, standards, and procedures.
• Develops and maintains network diagrams, connectivity documentation, and infrastructure reference materials.
• Creates onboarding, training, and reference materials for IT staff and business users.
• Assists with end-user communications related to technology changes, system implementations, and policy updates.
• Develop knowledge base articles and self-service documentation.
• Track metrics and policy review schedules and provide reports to IT leadership.
• Identify documentation gaps and standardization opportunities.
• Escalate issues to management as appropriate.
• Prepare technical reports, communications, process documentation, and correspondence.
• Perform other reasonable and lawful duties as assigned.

Requirements

• Associate or bachelor’s degree in technical writing, communications, information technology, business administration, or a related field preferred.
• Three to five years of experience in technical writing, documentation management, IT operations, or a related field preferred.
• Experience working within an Information Technology environment preferred.
• Demonstrated ability to create, organize, and maintain technical documentation.
• Excellent written, verbal, editing, and proofreading skills.
• Ability to translate complex technical concepts into clear documentation.
• Strong attention to detail and commitment to accuracy.
• Strong organizational and project management skills.
• Ability to handle sensitive information with confidentiality.
• Proficiency with Microsoft 365 applications, including Word, Excel, PowerPoint, and Teams.
• Familiarity with IT operations, infrastructure, networking, cybersecurity, and project management concepts.

Physical demands

N (Not Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hours/day)

F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hours/day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hours/day)

Physical Demands Lift/Carry

Stand O 10 lbs or less O

Walk O 11-20 lbs O

Sit C 21-50 lbs O

Manually manipulate O 51-100 lbs N

Reach outward C Over 100 lbs N

Reach above shoulder O

Climb N Push/Pull

Crawl N 10 lbs or less O

Squat or Kneel O 11-20 lbs O

Bend O 21-50 lbs O

Grasp O 51-100 lbs N

Speak F Over 100 lbs N

Other Physical Requirements

Vision: Near, Color, and Peripheral

Sense of Sound: Standard

Sense of Touch

Sense of Balance

Work Environment

Office