Technical Writer

Duration: 6 Months

Interview: Web Cam

This is a hybrid position; 1-2 days onsite and 3-4 days remote.

Job Description:

We are seeking a skilled and detail-oriented Technical Writer for a 6-month contract to support documentation efforts related to the implementation of a new IT service desk tool and the adoption of Information Technology Service Management (ITSM) practices. This role will collaborate with technical staff, service management leads, and training teams to create clear, concise, and user-focused documentation and training materials.

Roles & Responsibilities:

• Collaborate with ITSM process owners (e.g., Incident, Request, Problem, Change, Asset, and Configuration Management) to document workflows and process maps.
• Translate complex technical concepts and processes into easily understandable content for end users, technical teams, and support staff.
• Develop and maintain high-quality documentation related to the implementation of a new IT service desk tool, including:
• Standard Operating Procedures (SOPs)
• Knowledge base articles
• User guides
• Administrator documentation
• Training manuals
• Create and edit training content (e.g., step-by-step guides, video scripts, quick reference materials) tailored to different user roles.
• Support the development of onboarding materials for internal IT staff related to the new service desk system.
• Ensure documentation aligns with ITIL-based service management practices and internal standards.
• Work with subject matter experts (SMEs) to gather source material and validate content accuracy.
• Assist in the planning and delivery of end-user training sessions, as needed.
• Analyze technical document needs
• Create and edit documents using software such as Arbortext, Adobe Acrobat, Microsoft Word, and Microsoft Excel
• Communicate document availability to staff, solicit feedback, and encourage utilization
• Maintain documents on internet, intranet, and external websites, etc.

Required Qualification:

• Bachelor's degree and 2 years of experience
• Associate's degree and 4 years of experience
• High school diploma or GED and 6 years of experience

Required Experience:

• Two plus years' experience in technical writing, preferably in an IT environment
• Strong understanding of ITIL or IT Service Management frameworks
• Experience documenting software tools and business processes
• Proficiency with documentation and content development tools, i.e. Microsoft Word, Visio, PowerPoint, Confluence, SharePoint, etc.
• Communicate complex technical information clearly and concisely to diverse audiences through well-structured documentation, ensuring accuracy, usability, and consistency across all formats
• Ability to work independently and manage multiple priorities in a fast-paced environment. Hybrid telework/onsite office environment.

About our Company: -

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000 people including 600 Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115 Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80 commercial clients.

Recognized among Best Company to Work For by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.

22nd Century Technologies is an Equal Opportunity Employer" and s & all other parties authorized to work in the US are encouraged to apply."

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.