Technical Writer

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
• Draft internal IT communications, how-to articles, and technical updates for enterprise distribution
• Ensure documentation aligns with IT Service Management (ITSM) best practices and defined Service Level Agreements (SLAs)
• Maintain version control standards and oversee the documentation lifecycle process
• Collaborate with Service Desk analysts, engineers, and IT leadership to capture accurate technical procedures
• Translate complex system configurations and troubleshooting steps into clear, user-friendly content
• Support documentation related to equipment rollouts, onboarding processes, and application updates
• Continuously evaluate and improve documentation standards to enhance clarity, consistency, and usability
• Ensure documentation complies with federal security, privacy, and operational standards

Required Qualifications

• Bachelor's degree in Technical Writing, Communications, Information Technology, or related field (or equivalent professional experience)
• Minimum three (3) years of experience in IT technical writing within a service desk, help desk, or enterprise IT environment
• Demonstrated experience building and maintaining knowledge bases and process documentation
• Proficiency with Microsoft Office Suite, including Word and Visio
• Experience using Adobe Acrobat and documentation publishing tools
• Experience managing documentation repositories and version control processes
• Strong ability to translate complex technical concepts into clear, concise written materials
• Ability to obtain and maintain a Moderate Background Investigation (MBI) and PIV credential
• Excellent written and verbal communication skills
• Strong attention to detail and organizational skills

Preferred Qualifications

• Experience supporting a federal agency or regulated environment
• Familiarity with ITIL or IT Service Management (ITSM) frameworks
• Experience documenting hybrid IT environments (on-premises and cloud services such as Microsoft 365/Azure)
• Experience supporting SLA-driven, performance-based contracts
• Knowledge of knowledge management best practices and continuous service improvement initiatives
• Ability to collaborate effectively across technical and non-technical teams

Location Requirement

• Full-time onsite position
• Work location: Arlington, VA
• Limited telework may be permitted with prior approval
• No routine travel required

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 and observe ALL 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 & 2020!
• Have fun and celebrate and give back - Team building activities, community volunteering, quarterly HQ days, & an offsite annual awards banquet

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 careers@netimpactstrategies.com.

EQUAL OPPORTUNITY EMPLOYER

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").