Customer Experience Documentation Specialist

Who We Are

Known for being a Best Place to Work and a People First company, IronArch Technology is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) specializing in providing innovative solutions and world class services to Federal Government clients.

Our employees have voted us as a 'Best Place to Work' 9 times and we are an INC 5000 recipient for being one of the fastest growing businesses in the United States.

Our Values: People First, Servant Leadership, Deliver and Inspire Excellence, Do the right thing!

What You'll Do

IronArch is seeking a detail-oriented Documentation Specialist to develop and maintain user-facing technical documentation across a suite of enterprise tools. This role ensures that installation guides, user procedures, administration manuals, and other deliverables are accurate, up-to-date, and accessible. The specialist will ensure all materials meet Section 508 compliance standards and are synchronized with tool updates, training content, and evolving support trends. Collaboration with trainers and Tier 3 support is central to this role, ensuring that known issues, frequent questions, and best practices are integrated into support resources and documentation aligns with usability and accessibility expectations.

Key Responsibilities

• Create and update installation guides, user procedures, and tool administration documents.
• Ensure documentation reflects the latest tool updates, support trends, and user needs.
• Use SharePoint to store, manage, and provide access to documentation for authorized users.
• Guarantee all documentation meets Section 508 standards for accessibility.
• Coordinate regular reviews and updates to maintain compliance.
• Partner with trainers and Tier 3 support teams to incorporate known issues and frequent user questions into documentation.
• Provide input to improve training materials and contribute to knowledge-sharing initiatives. Conduct regular audits of documentation inventory to ensure alignment with tool and support updates.
• Support continuous improvement efforts in user enablement and documentation usability.

• Public Trust Clearance or higher (ability to obtain and maintain required background investigation)

Preferred Experience

• 5-7 years of experience in technical documentation or knowledge management.
• Background in federal IT support.
• Strong understanding of knowledge management practices using enterprise tools such as Jira, ServiceNow, and SharePoint.
• Demonstrated experience with Section 508 compliance standards.
• Familiarity with IT support workflows, user training programs, and document version control.
• Strong writing, editing, and collaboration skills.

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Why IronArch Technology?

• Awarded Best Place to Work 9 times!
• Competitive compensation and market-leading bonus opportunities
• Medical, dental and vision benefits where a significant portion of the premium is subsidized by IronArch. For qualifying high deductible health plans, IronArch also contributes towards a Health Reimbursement Account to cover eligible medical expenses
• Company-provided healthcare concierge assistance to help explain your coverage in plain language; help you find, choose, and schedule quality care; and address billing, benefit, or claims concerns, potentially saving hours of your time
• 401(k) retirement plan where the company contributes dollar for dollar up to 3 percent, and 50 cents on the dollar for the 4th and 5th percent with immediate entry and immediate vesting
• 20 days of PTO accumulated per calendar year
• 11paid holidays
• Bereavement, jury duty, parental (maternity/paternity/adoption), and military leaves
• Sabbatical programs
• Company-paid short- and long-term disability
• Company-paid life insurance
• Voluntary life, accidental and indemnity income replacement benefits
• Professional development reimbursement
• Health club reimbursement
• Matching donation program and annual philanthropic activities
• Pet insurance
• And more!

Apply today to learn why IronArch Technology has been recognized as "Best Place to Work" for 9 years!

IronArch Technology is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

In alignment with applicable state and local pay transparency laws, IronArch includes a salary range in our job descriptions to support equity and transparency in our hiring process. The compensation range provided reflects what we reasonably expect to offer for this role, with the final offer determined by a variety of factors including skills, experience, and scope of responsibilities.