Computer Geeks

Job Description

We are seeking a detail-oriented MSP Technical Writer / Documentation Specialist to join our growing IT Managed Service Provider (MSP). This role is responsible for creating, maintaining, and improving technical documentation, training materials, onboarding guides, and internal policies used across our organization.

In addition to documentation responsibilities, this position will handle light incoming phone calls and assist with minor ticket escalations, making it ideal for someone with strong technical knowledge who enjoys structured writing, process improvement, and operational support.

Key Responsibilities
Technical Writing & Documentation

• Create and maintain technical manuals, SOPs, and process documentation
• Document new employee onboarding, training workflows, and role-specific guides
• Develop internal policies, procedures, and best-practice documentation
• Translate complex technical concepts into clear, easy-to-follow written material
• Standardize documentation formats across departments
• Keep documentation current as tools, processes, and systems evolve
• Work closely with technicians, leadership, and operations to capture accurate workflows

Training & Knowledge Management

• Build internal training materials for technicians and support staff
• Assist with documenting new tools, platforms, and MSP workflows
• Maintain internal knowledge bases and documentation repositories
• Support continuous improvement of internal processes

Support & Escalation Assistance

• Handle light inbound phone calls from clients or internal staff
• Assist with minor ticket escalations and administrative IT requests
• Properly document issues and route tickets to the appropriate team
• Maintain professional communication with clients and internal teams

Required Qualifications

• Strong technical writing and documentation skills
• Ability to understand and document IT systems, workflows, and procedures
• Familiarity with common MSP tools and concepts (tickets, SLAs, onboarding, escalations)
• Strong attention to detail and organizational skills
• Clear verbal and written communication skills
• Ability to multitask and manage priorities in a fast-paced environment
• Comfortable handling phone calls and basic technical triage

Preferred Qualifications (Not Required)

• Prior experience working in an IT or MSP environment
• Experience as a technician, service desk analyst, or MSP coordinator
• Familiarity with PSA/RMM platforms (Syncro, ConnectWise, Autotask, etc.)
• Experience creating SOPs, runbooks, or training documentation
• Basic troubleshooting experience with Windows, networking, or SaaS platforms
• Experience with knowledge base or documentation platforms

Why Join Us

• Play a critical role in shaping how our MSP operates and scales
• Work closely with leadership and technical teams
• Opportunity to grow into operations, training, or service management
• Stable, professional MSP environment with long-term growth potential

If you have strong IT knowledge, enjoy writing and organizing information, and want to help build scalable MSP operations, we’d love to hear from you.

Pay: $18.00 - $25.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Work Location: In person