Technical Writer

Summit Tech Partners; Brookfield (CT); On-site; USD 70,000 - 95,000; Full time

Job summary

Summit Tech Partners seeks a Technical Writer with strong IT Infrastructure experience to create and manage documentation that supports operational consistency, governance, and readiness for an outsourced Level 1/2 support model.

This role owns the infrastructure knowledge base and partners with engineering, architecture, security, and ITSM teams to standardize processes and ensure documentation meets enterprise and audit requirements.

Qualifications

• 3-7 years of technical writing in IT or infrastructure environments.
• Strong background documenting operational procedures and support workflows.
• Familiarity with ITIL/ITSM (certification preferred).
• Experience managing knowledge bases or documentation libraries.
• Excellent writing, organization, and stakeholder-management skills.
• Strong version-control and documentation governance discipline.

Responsibilities

• Develop and maintain infrastructure policies, SOPs, standards, and runbooks.
• Build and govern a centralized knowledge base with templates, taxonomy, and review cycles.
• Document Level 1/2 support procedures, troubleshooting steps, and escalation paths.
• Translate technical information into clear, usable content for varied audiences.
• Manage document versioning, approvals, publishing, and lifecycle processes.
• Ensure documentation aligns with ITIL practices and security/compliance requirements.
• Identify documentation gaps and improve quality and consistency.

Skills

Technical writing

IT infrastructure

Governance

Stakeholder management

Education

ITIL/ITSM familiarity

Tools

SharePoint

Confluence

ServiceNow Knowledge

Job description

Note: No sponsorship or third-party subcontracting.

Role Overview

Seeking a Technical Writer with strong IT Infrastructure experience to create and manage clear, accurate documentation that supports operational consistency, governance, and readiness for an outsourced Level 1/2 support model. This role owns the infrastructure knowledge base and partners with engineering, architecture, security, and ITSM teams to standardize processes and ensure documentation meets enterprise and audit requirements.

Key Responsibilities

• Develop and maintain infrastructure policies, SOPs, standards, and runbooks.
• Build and govern a centralized knowledge base with templates, taxonomy, and review cycles.
• Document Level 1/2 support procedures, troubleshooting steps, and escalation paths.
• Translate technical information into clear, usable content for varied audiences.
• Manage document versioning, approvals, publishing, and lifecycle processes.
• Ensure documentation aligns with ITIL practices and security/compliance requirements.
• Identify documentation gaps and improve quality and consistency.

Required Qualifications

• 3-7 years of technical writing experience in IT or infrastructure environments.
• Strong background documenting operational procedures and support workflows.
• Familiarity with ITIL/ITSM (certification preferred).
• Experience managing knowledge bases or documentation libraries.
• Excellent writing, organization, and stakeholder-management skills.
• Strong version-control and documentation governance discipline.

Preferred Skills

• Understanding of infrastructure domains (network, compute, storage, cloud, virtualization).
• Experience with Secure-by-Design or architecture governance.
• Knowledge of tools like SharePoint, Confluence, or ServiceNow Knowledge.
• Experience supporting outsourced service desk transitions.