Company Overview: When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook. Position Overview: The Technical Design Lead / Technical Writer for Field Services is responsible for producing detailed, concise, and effective documentation related to the field dispatch process, including system configurations, troubleshooting guides, workflow processes, and user manuals. This individual will collaborate closely with dispatch/project operations, field service technicians, customers, and other stakeholders to ensure that all documentation is up-to-date, easy to follow, and aligns with operational and technical standards. What you’ll do as the Technical Design Lead (Writer): The requirements above and below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.Documentation Creation:Develop and maintain user manuals, quick reference guides, standard operating procedures (SOPs), and troubleshooting documents for dispatch systems and processes.Write clear, concise, and actionable instructions for field service teams to optimize workflow and improve service efficiency.Document software features and enhancements related to field dispatch operations, ensuring technical accuracy.Collaboration and Communication:Work with dispatch managers, field technicians, and technical engineers to gather detailed technical and procedural information.Translate complex technical concepts into user-friendly content.Coordinate with cross-functional teams to ensure the documentation meets operational and user needs.Continuous Improvement:Regularly update existing documentation to reflect system updates, process changes, and feedback from field teams.Conduct periodic reviews of dispatch procedures and documentation to ensure relevance and accuracy.Training and Support:Develop training materials and facilitate training sessions for new field dispatch personnel.Provide technical writing support for training modules and onboarding guides.Create FAQs and self-help resources to enhance knowledge sharing among field staff.Quality Assurance:Ensure consistency and clarity across all documentation, adhering to style guides and best practices.Perform thorough reviews of technical documents for accuracy, consistency, and completeness.Field Support and Feedback:Attend field dispatch operations meetings, if necessary, to observe workflows and understand pain points to improve documentation.Collect feedback from field teams regarding documentation clarity, usability, and any gaps that need addressing.Tool Usage:Utilize documentation tools (e.g., Microsoft Word) and project management software to organize, manage, and track documentation updates.Stay updated on new tools or technologies that could improve the field dispatch process or documentation.What you will bring to the team: Education:Bachelor’s degree in computer science, Engineering, Information Technology, Technical Writing, or a related field.Additional certifications in technical writing, design, or related disciplines are a plus.Experience:2 – 5 years of technical writing experience, preferably in field services or dispatch-related environments.Experience as a field technician in Retail or Hospitality environments is a plus.Experience working with dispatch operations, field service technicians, technical engineers, & direct with customers. Experience with field service management software and understanding of mobile dispatch systems and their integration with service processes.Skills:Technical Design Skills: Proficiency in technical writing tools such as Microsoft Office, SharePoint, and specialized software documentation tools.Analytical Skills: Ability to analyze and break down complex technical systems into actionable steps and easy-to-understand procedures. Adaptability: Capability to adapt documentation to different audience levels (field technicians, managers, IT support, etc.)Collaboration: Strong interpersonal skills with the ability to work effectively in cross-functional teams and communicate with both technical and non-technical stakeholders.Attention to Detail: High attention to detail with a focus on clarity, accuracy, and completeness in all documentation and design work. #LI-KS1 #LI-Hybrid Zones offers a comprehensive Benefits package
While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical, dental and vision coverage, life insurance, disability insurance, a 401(k) plan with matching provision, and many more. Generally, Zones currently offers paid time off and personal sick leave in compliance to individual state requirements.
At Zones, work is more than a job – it is an exciting career on a global team that is client centric, has a passion for technology, embraces change and lifelong learning in a collaborative culture. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability. Zones participates in E-Verify. E-Verify is a system that compares information from an employee’s Form I-9 to federal records to confirm their eligibility to work in the United States.