Job Title

Candidate: An ideal candidate has the following: ● 2+ 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 technical writing, English, communications, computer science, literature (a degree in a related field or writing/communication certifications 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 eectively 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 to review and maintain documentation standards ● A creative approach in a fast-paced environment ● The ability to travel to the United States (US) regional oces 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 an 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 a branding/visual style guide to more eectively translate information (e.g. charts, annotated screenshots, infographics, animated GIFs) ● Provide a strong technical voice in self-service resources for employees ● Ensure content quality and consistency through performance analysis ● Utilize ticket and article metrics to identify gaps and/or processes which need improvement ● Customer Service - an unparalleled customer experience is key, combining uplifting interactions with technical documentation and easy-to-follow guides ● Communication - successfully communicate team challenges and support solutions, while having the ability to communicate complex technical issues simply and convincingly to a wide range of audiences ● Research - collect and analyze feedback from both our internal employees as well as our systems to better understand pain points and how to leverage documentation to solve those problems