Technical Writer - Senior

Tech Writer will support IT teams by developing, improving, and maintaining clear, accurate, and accessible technical documentation for operational, support, and knowledge management purposes.

Tasks and responsibilities in this position:

• Produce, maintain, and improve IT documentation, including knowledge base articles, technical procedures, operational runbooks, quick reference guides, and Standard Operating Procedures (SOPs) in the following areas:
  • IT Helpdesk and end-user support
  • Data Center operations
  • Data Networking operations
• Collaborate with subject matter experts (SMEs), technical teams, and service owners to gather, validate, and translate complex technical information into clear user-focused content.
• Review, edit, and update existing documentation to ensure accuracy, consistency, completeness, and alignment with the current system and operational environment.
• Organize technical content into logical, searchable structures that support efficient knowledge sharing, issue resolution, onboarding, and operational continuity.
• Develop and apply documentation standards, templates, naming conventions, and quality control practices to promote consistency across IT documentation.
• Ensure documentation is audience-appropriate, accessible, easy to navigate, and written in a consistent format for technical and non-technical users.
• Support documentation lifecycle management, including version control, periodic reviews, approvals, and retirement of outdated materials.

Other considerations:

• Proven senior-level experience as a technical writer, preferably supporting IT operations, infrastructure, service management, helpdesk, data center, or networking environments.
• Ability to understand technical processes and translate them into clear, concise documentation for varied audiences.
• Experience working with documentation platforms, knowledge management systems, collaboration tools, and version-control or review workflows.
• Familiarity with IT service management concepts, ticketing systems, operational support processes, and documentation governance is beneficial.
• Strong interviewing, listening, editing, and communication skills, with the ability to work effectively with technical and non-technical stakeholders.
• Working remotely is an option; availability for scheduled meetings with SMEs and IT teams is expected.
• Work experience in higher education is preferable.