Service Desk Technical Writer
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Job Location:
Santo Domingo Este - Dominican Republic
Monthly Salary:
RD$ 40000 - 50000
Experience Required:
1-3years
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
We are seeking a highly organized and clear-thinking Service Desk Technical Writer to support our knowledge management initiatives in Santo Domingo. This role converts real service desk tickets into polished user-friendly technical documentation that expands our internal and client-facing knowledge bases.
Key Responsibilities
Analyze service desk tickets to identify missing or unclear documentation
Produce technical articles step-by-step guides troubleshooting workflows and SOPs
Standardize documentation language formatting and structure across the organization
Collaborate with technicians to validate technical accuracy
Maintain update and improve the knowledge base to reduce ticket volume
Identify recurring issues and proactively create content that addresses them
Ensure all documentation meets internal quality and security standards
Requirements
Exceptional written communication skills
Ability to translate technical concepts into clear concise content
Strong organizational and research abilities
Experience maintaining IT documentation or knowledge base systems
Familiarity with ITIL IT service operations and ticketing workflows
Technical Skills Required
Proficiency with Microsoft 365 and documentation tools
Experience with ITSM systems (ConnectWise Jira Service Management Zendesk etc.)
Basic understanding of IT support processes (OS networks applications)
Experience with IT Glue Confluence or HaloITSM is preferred
Education & Certifications
High School Diploma required
Associates or Bachelors degree in IT Communications or related field preferred
Certifications in technical writing or ITIL are a plus
Benefits
Competitive Salary Packages
Paid Sick Days
Continuous Training and Growth
Performance-Based Incentives
Private Health Insurance
Christmas Bonus
Supportive culture that values employee well-being
Required Skills:
Exceptional written communication skills Ability to translate technical concepts into clear concise content Strong organizational and research abilities Experience maintaining IT documentation or knowledge base systems Familiarity with ITIL IT service operations and ticketing workflows Technical Skills Required Proficiency with Microsoft 365 and documentation tools Experience with ITSM systems (ConnectWise Jira Service Management Zendesk etc.) Basic understanding of IT support processes (OS networks applications) Experience with IT Glue Confluence or HaloITSM is preferred Education & Certifications High School Diploma required Associates or Bachelors degree in IT Communications or related field preferred Certifications in technical writing or ITIL are a plus Benefits Competitive Salary Packages Paid Sick Days Continuous Training and Growth Performance-Based Incentives Private Health Insurance Christmas Bonus Supportive culture that values employee well-being
Required Education:
High School Diploma required Associates or Bachelors degree in IT Communications or related field preferred Certifications in technical writing or ITIL are a plus
Company Industry
IT Services and IT Consulting
Key Skills
- Proofreading
- Adobe Acrobat
- Content Management Systems
- Technical Writing
- Visio
- Microsoft Powerpoint
- Sharepoint
- XML
- Confluence
- Wiki Systems
- Word Processing
- Writing Skills
