IT Support Documentation Specialist
A P A International, Portland, Oregon, United States, 97204
Job Information
Job Opening ID: 10005
Language Skills: English
Location: Portland, Oregon
City: Portland
State/Province: Oregon
ZIP/Postal Code: 97267
Job Description Title: IT Support Documentation Specialist
Duration: 6 Months
Location: Portland, OR - Hybrid
Description
We are seeking a contract IT Support Documentation Specialist to document and standardize IT support processes and procedures. This role will work closely with IT support staff to capture current state workflows and translate them into clear, usable knowledge base articles. The documentation will be published and maintained in Zoho Desk and SharePoint Online to support self service, consistency, and operational efficiency across IT support teams.
This is a hands on role focused on listening, synthesizing, and documenting how IT support actually operates today, while helping organize content in a way that is intuitive and easy to maintain.
Key Responsibilities
Interview IT support staff to understand day to day processes, procedures, and common issues
Document IT support workflows including incident intake, troubleshooting, escalation, and resolution
Create clear, concise knowledge base articles for Zoho Desk and Service Now.
Organize supporting documentation, process diagrams, and reference materials in SharePoint Online
Standardize documentation formats, naming conventions, and structure
Identify gaps, inconsistencies, or opportunities to improve clarity in existing documentation
Ensure documentation is written for both technical and non technical audiences
Maintain version control and ensure documentation remains current throughout the contract term
Collaborate with IT leadership to prioritize documentation needs
Requirements Required Qualifications
Strong technical writing and documentation skills
Familiarity with ITIL or IT service management concepts (incident, request, change, problem)
Experience creating or managing knowledge bases
Experience working with Zoho Desk, SharePoint Online, or similar platforms
Strong interviewing and listening skills
Ability to work independently and manage deliverables with minimal supervision
Preferred Qualifications
Prior experience in an IT support or service desk environment
Experience organizing documentation for self service or tier 1 support use
Basic understanding of enterprise IT environments including end user support, systems, and applications
Documented IT support processes and procedures
A structured and searchable knowledge base in Zoho Desk
Supporting documentation and process materials organized in SharePoint Online
Documentation standards and templates that can be reused after the contract ends
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Job Opening ID: 10005
Language Skills: English
Location: Portland, Oregon
City: Portland
State/Province: Oregon
ZIP/Postal Code: 97267
Job Description Title: IT Support Documentation Specialist
Duration: 6 Months
Location: Portland, OR - Hybrid
Description
We are seeking a contract IT Support Documentation Specialist to document and standardize IT support processes and procedures. This role will work closely with IT support staff to capture current state workflows and translate them into clear, usable knowledge base articles. The documentation will be published and maintained in Zoho Desk and SharePoint Online to support self service, consistency, and operational efficiency across IT support teams.
This is a hands on role focused on listening, synthesizing, and documenting how IT support actually operates today, while helping organize content in a way that is intuitive and easy to maintain.
Key Responsibilities
Interview IT support staff to understand day to day processes, procedures, and common issues
Document IT support workflows including incident intake, troubleshooting, escalation, and resolution
Create clear, concise knowledge base articles for Zoho Desk and Service Now.
Organize supporting documentation, process diagrams, and reference materials in SharePoint Online
Standardize documentation formats, naming conventions, and structure
Identify gaps, inconsistencies, or opportunities to improve clarity in existing documentation
Ensure documentation is written for both technical and non technical audiences
Maintain version control and ensure documentation remains current throughout the contract term
Collaborate with IT leadership to prioritize documentation needs
Requirements Required Qualifications
Strong technical writing and documentation skills
Familiarity with ITIL or IT service management concepts (incident, request, change, problem)
Experience creating or managing knowledge bases
Experience working with Zoho Desk, SharePoint Online, or similar platforms
Strong interviewing and listening skills
Ability to work independently and manage deliverables with minimal supervision
Preferred Qualifications
Prior experience in an IT support or service desk environment
Experience organizing documentation for self service or tier 1 support use
Basic understanding of enterprise IT environments including end user support, systems, and applications
Documented IT support processes and procedures
A structured and searchable knowledge base in Zoho Desk
Supporting documentation and process materials organized in SharePoint Online
Documentation standards and templates that can be reused after the contract ends
#J-18808-Ljbffr