IT Technical Documentation Intern (Hourly)*

City of Santa Fe Springs; Madison (WI); Hybrid; USD 16,000 - 22,000; Part time

Job summary

City of Madison is seeking a part-time IT Technical Documentation Intern to support a digital accessibility project. You will update knowledge base articles, assist with PDF remediation tickets, and coordinate intake and tracking while applying accessibility best practices.

The role blends technical writing with accessibility concepts and operational support. Remote work is primary, with occasional meetings at the Madison City County Building; 8:00 AM to 5:00 PM schedule is typical, and the

Qualifications

• Ability to write clear, concise, user-friendly documentation.
• Strong ability to identify inconsistencies and accessibility gaps.
• Comfortable managing multiple tasks, tickets, and documentation libraries.
• Ability to translate technical concepts into plain language.
• Familiarity with digital accessibility principles like alt text, headings, and screen readers.

Responsibilities

• Assist with PDF remediation ticket management and triage.
• Perform basic accessibility checks on PDFs and metadata.
• Review and update accessibility-related knowledge base articles.
• Research and compile guidance from SMEs and software docs for new content.

Skills

Technical Writing

Attention to Detail

Organizational Skills

Communication Skills

Digital Accessibility Knowledge

Education

Coursework in IT/Technical Communication/UX/Accessibility

Job description

General Description

The IT Technical Documentation Intern supports the City's digital accessibility project by updating, improving, and maintaining Knowledge Base (KB) articles, as well as assisting with the intake, tracking, and coordination of PDF remediation tickets. The role blends technical writing, accessibility best practices, and operational support to help ensure digital content is usable by everyone.

Work Schedule and Logistics

• Part-time (up to 20 hours per week) paid internship
• Flexible work scheduling during normal business hours (8:00 am to 5:00 pm)
• Primarily remote; may require equipment pick up or occasional meetings at Madison's City County Building located at 210 Martin Luther King Jr Blvd, Madison, WI 53703
• Reports to the Digital Inclusion Coordinator/Digital Accessibility Project Manager

Required Skills

• Technical Writing Skills - Ability to write clear, concise, user-friendly documentation
• Attention to Detail - Strong ability to identify inconsistencies, formatting issues, and accessibility gaps
• Organizational Skills - Comfortable managing multiple tasks, tickets, and maintaining documentation libraries
• Communication Skills - Ability to work with subject matter experts (SMEs), engage with users, and translate technical concepts into plain language
• Basic Digital Accessibility Knowledge - Familiarity with digital accessibility principles like alt text, headings, accessible document structure and screen readers

Preferred Skills/Experience

• Experience with IT ticketing systems
• Familiarity with Web Content Accessibility Guidelines (WCAG) criteria
• Familiarity with PDF remediation
• Coursework in IT, technical communication, user experience (UX), accessibility or related fields.

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

Examples of Duties and Responsibilities

• PDF Remediation Ticket Support - Assist with managing incoming remediation requests via our IT Service Center, triaging tickets, validating requirements, and coordinating with internal teams and our vendor.
• Quality Assurance (QA) - Perform basic accessibility checks on PDFs, ensuring formatting, structure and metadata meet standards.
• Knowledge Base Updates - Review, revise, and submit accessibility-related knowledge base articles, ensuring content is accurate, clear, and aligned with standards.
• Digital Accessibility Content Research - Gather information from subject matter experts (SMEs), users, and software documentation and create new guidance where needed.
• Perform other related work as assigned.

Minimum Qualifications

• Familiarity with the following:
• Digital accessibility principles like alt text, headings, accessible document structure and screen readers;
• Core principles and best practices of technical writing;
• Principles and practices of digital organization; AND
• Presenting technical information to non-technical audiences

Other combinations of experience, training, and education which can be demonstrated to result in possession of the knowledge, skills, and abilities required to perform the work of this position will also be considered.

The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore, successful candidates will have demonstrated ability to effectively work with multicultural communities.

Special Requirements

Ability to meet the transportation requirements of the position.

Physical Requirements

Work is primarily sedentary in nature and performed in an office environment. Employees will be expected to sit or stand for extended periods of time while working on a computer and to use other standard office equipment, such as a telephone and copy machine.

• Payroll title for this position is Management Intern 1 (Hourly).

Hourly employees are eligible to earn sick leave and may qualify for other benefits depending on the number of hours worked. Please visit our website for more information.

01 How much experience do you have applying digital accessibility principles like alt text, headings, accessible document structure and screen readers?

• None
• Some, but less than six (6) months
• Six (6) months to less than one (1) year
• One (1) to less than two (2) years
• Two (2) or more years

02 Please describe how you gained experience applying digital accessibility principles.

03 How much experience do you have applying core principles and best practices of technical writing?

• None
• Some, but less than six (6) months
• Six (6) months to less than one (1) year
• One (1) to less than two (2) years
• Two (2) or more years

04 Please describe how you gained experience applying principles and practices of technical writing.

05 How much experience do you have applying principles and practices of digital organization?

• None
• Some, but less than six (6) months
• Six (6) months to less than one (1) year
• One (1) to less than two (2) years
• Two (2) or more years

06 Please describe how you gained experience applying principles and practices of digital organization.

07 How much experience do you have presenting technical information to non-technical audiences?

• None
• Some, but less than six (6) months
• Six (6) months to less than one (1) year
• One (1) to less than two (2) years
• Two (2) or more years

08 Please describe your experience presenting technical information to non-technical audiences.

09 Please indicate if you have experience working with any of the following. (Check all that apply)

• IT ticketing systems
• Web Content Accessibility Guidelines (WCAG) criteria
• PDF remediation
• None of the above

10 Please indicate if you have completed coursework in any of the following. (Check all that apply)

• Information Technology
• Technical communication
• User experience (UX)
• Accessibility
• Other related field(s)
• None of the above

11 If you selected Other related field(s) above, please list the other related field(s) below.

12 Please list any coursework that you have completed in information technology, technical communication, user experience, accessibility, or other related fields.

• Required Question