Technical Writer

Job description

Job Description NetImpact 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. Responsibilities: - 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 - Dra...