Documentation Specialist

Quantam Solutions provides IT solutions and consulting services to a variety of clients. We offer competitive compensation, health benefits, paid time off, and a 401(k) plan. We are currently seeking a Documentation Specialist to support a federal government client.

This position will support a technology modernization initiative for the United States Secret Service (USSS), Department of Homeland Security (DHS) . The Documentation Specialist will be responsible for developing and maintaining technical documentation used by IT field support personnel across geographically dispersed locations.

The successful candidate will work closely with technical teams, field technicians, training personnel, and other stakeholders to create clear, standardized, and practical documentation that improves troubleshooting, knowledge sharing, and consistency across IT support operations.

Responsibilities

• Develop and maintain technical documentation including Standard Operating Procedures (SOPs), work instructions, troubleshooting guides, knowledge articles, job aids, and quick-reference materials .
• Create and maintain ServiceNow Knowledge Articles that provide clear, step-by-step instructions for resolving common and complex technology issues.
• Develop troubleshooting guides that outline systematic diagnostic and issue-resolution processes for IT support personnel.
• Create field-specific documentation designed for technicians working across multiple geographic locations.
• Organize and maintain accessible documentation repositories that allow technicians to quickly locate relevant troubleshooting and support information.
• Review existing knowledge-base content to identify outdated information, documentation gaps, and opportunities for improvement.
• Ensure documentation supports standardized IT service management processes, ticket categorization, workflows, and support procedures.
• Work directly with field technicians and regional stakeholders to understand operational challenges and identify documentation needs.
• Gather feedback from end users and technical personnel to ensure documentation remains accurate, relevant, and easy to use.
• Develop and maintain documentation using Knowledge-Centered Service (KCS) principles and knowledge-management best practices.
• Ensure knowledge articles are searchable, properly categorized, appropriately tagged, and aligned with relevant ServiceNow ticket categories.
• Collaborate with training personnel to ensure documentation aligns with technical training programs and reinforces learning objectives.
• Develop visual documentation such as diagrams, process flows, job aids, and quick-reference guides.
• Ensure documentation complies with applicable branding, formatting, style, and Section 508 accessibility standards .
• Maintain high standards for accuracy, consistency, readability, and usability across all documentation.
• Track documentation usage and feedback and contribute documentation-related metrics to operational improvement reporting.
• Develop instructions and user guides for remote diagnostic tools, troubleshooting technologies, automated health checks, scripts, and monitoring capabilities.

Required Qualifications

• Associate's degree and at least 6 years of relevant experience in technical writing, technical documentation, knowledge management, or a related field.

Equivalent combinations of education and experience may be considered, including:

• Bachelor's degree and at least 4 years of relevant experience.
• Master's degree and at least 1 year of relevant experience.
• At least 10 years of relevant experience without a degree.
• Proven experience developing technical documentation for IT support personnel, field technicians, help desk teams, desktop support teams, or similar technical audiences .
• Strong technical writing skills with the ability to translate complex technical processes into clear, concise, and easy-to-follow documentation.
• Experience developing SOPs, work instructions, troubleshooting guides, and knowledge articles .
• Experience creating and maintaining technical knowledge articles within ServiceNow .
• Ability to work with technical subject matter experts and gather information needed to develop accurate documentation.
• Ability to obtain and maintain a Public Trust clearance .

Preferred Qualifications

• Previous technical writing or documentation experience supporting federal government IT environments , particularly DHS, law enforcement, national security, or other government agencies.
• Experience working within an IT support, help desk, desktop support, or field services environment .
• Experience supporting geographically dispersed IT teams or field technology operations.
• Experience with ServiceNow Knowledge Management or similar ITSM knowledge-management platforms.
• Familiarity with ITSM, ITIL, Knowledge-Centered Service (KCS), and knowledge-management best practices .
• Experience with content and document management platforms such as SharePoint or Confluence .
• Experience using visual documentation tools such as Microsoft Visio, Lucidchart, Snagit, or Camtasia .
• Ability to create technical diagrams, flowcharts, process maps, visual job aids, and other graphical documentation.
• Understanding of Section 508 accessibility requirements .
• Experience developing mobile-friendly or offline-accessible technical documentation.
• Experience establishing or enforcing documentation standards and style guides.
• Familiarity with troubleshooting methodologies, diagnostic processes, and IT support workflows.
• Experience developing training or instructional materials.
• Experience evaluating documentation usability and incorporating end-user feedback.
• Familiarity with knowledge-management metrics, analytics, and reporting.

Additional Information

• Employment Type: Full-Time
• Clearance: Ability to obtain a Public Trust
• Travel: Up to 10%, primarily local travel

This is an excellent opportunity for an experienced technical writer or knowledge-management professional to support a large-scale federal technology modernization initiative while working closely with IT support professionals in a mission-critical environment.