The Documentation Specialist serves in the Computing Help Desk at the University of xxxx. The incumbent is responsible for creating, updating, and managing documentation related to the programs and services provided by University Information Technology. This is done on websites managed by the University Computing Help Desk as well as other University websites. Some key responsibilities and characteristics of this position are:

• Develop, organize, and publish technical documentation of University services and workflows for the University community as well as documentation for internal University staff use. This will require meeting with service providers such as Research Computing, Teaching and Learning, and others to gain understanding of services and clarifying how to support them. Documentation must be clear, concise, and written appropriately for the intended audience. These materials may include how-to, troubleshooting, or workflow documentation. Materials may also be used in training, promotional activities, and websites.
• Organize and maintain documentation, both internal and external. This will include keeping a schedule for regular review of content for relevance, accuracy, and findability. Documentation will be updated based on personal review as well as feedback from service providers, Help Desk staff, and end users. This work will require regular interaction with stakeholders such as end users, Help Desk staff, and University Training. Includes website maintenance.
• Provide direct support to end users by phone, email, chat, and other web-based tools. This includes troubleshooting client requests and problems escalated from other staff, researching issues that may require access to secured data, and coordinating the escalation of issues to other units. Additionally, training may be provided in a specialty area for which this position would serve as a subject matter expert within the Help Desk.
• Attend regular meetings and trainings for University Service Desk staff to stay aware of technical and workflow changes, discuss new or deprecated services, and further professional and personal development.
• Assist in oversight of part-time student employees. Participate in interviews, promotions, and evaluations of student employees at the Help Desk. Participate in scheduled meetings and training sessions. Substitute in various technical positions in the Help Desk Call Center when the demand exceeds operational capacity.

Minimum Requirements:

Bachelor’s degree and one year of relevant experience. Appropriate college coursework may substitute at an equivalent rate for the required experience.

Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience but does not negate the minimum degree requirement(s).

The ideal candidate will possess the following education, experience and skills:

• Professional development in knowledge-centered support methodology
• 2 – 5 years of IT work experience
• Previous help desk or call center experience

Preferred skill, expertise, and experience:

• Website management experience (WordPress or another content management system)
• Writing experience in an academic setting
• Mid-level technical proficiency across multiple centrally supported services

To be successful in this position, the incumbent must:

• Have expertise in American English grammar, style, and usage