Technical Writer

An ideal candidate has the following:
● 2+ years of experience in an IT Support/Engineer role
● 1+ years of experience in a Technical Writer role
● A strong desire to grow in technical knowledge and written skills
● Exceptional written English skills and work ethic
● A strong intellectual curiosity with experience writing knowledge base articles
● Bachelors or Associates degree in computer science, technical writing, English,
communications, literature (a degree or certification in an IT related field or in
writing/communication is also acceptable)
● The ability to understand and clearly communicate complex technical processes to
a wide range of employees in both verbal and written form
● The skill to effectively present information with visual elements (e.g. charts,
annotated screenshots, infographics) following written and visual style guides
● Motivation to work independently and with a global team
● An acute attention to detail for reviewing articles and maintaining documentation
standards
● A creative approach in a fast paced environment
● The ability to travel to the United States (US) regional offices as needed
● Experience documenting and troubleshooting some or all of the following systems:
○ macOS, Windows, Zendesk, Snagit, VoIP, Confluence, Jira, Google
Workspace, Zoom, Slack, Okta, Jamf, Meraki
Even better (but not required) is experience in the following areas:
● Creating video tutorials (e.g. Final Cut Pro/iMovie/mmhmm)
● Linux use and documentation
● Project management
Position Expectations:
● Create, migrate, and update internal documentation in Zendesk Guide to a
consistent standard as defined in the internal documentation style guide
● Develop clear and precise documentation which is easily discoverable and
accessible to specific target audiences
● Publish documentation for any new system, product, or feature that IT deploys
across the organization
● Capture and present visual elements as defined in the branding/visual style guide
to more effectively translate information (e.g. charts, annotated screenshots,
infographics, animated GIFs)
● Provide a strong technical voice with documentation and self service resources for
employees
● Ensure content quality and consistency through performance analysis
● Utilize metrics of request tickets to identify documentation gaps and processes
which require improvement