Technical Writer

Job Description:

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.

Key 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.

Qualifications:

Required Qualifications

• 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.

Preferred Qualifications

• 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.

About Us:

Perks of working at NetImpact Strategies

• 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

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact's core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended ("ADA"), and applicable state and local laws. It is NetImpact's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact's online employment application, please contact