IT Help Desk Technical Writer - Mountain View, California, United States - 11008 - RGP

About This Role

We are seeking an IT Help Desk Technical Writer to create clear, practical documentation that supports employee onboarding, device setup, and day‑to‑day IT support operations. This role is deeply embedded in IT help desk and hardware processes and is not a general technical writing position.

As new tools, devices, and access models are introduced, you will bridge the gap between IT teams implementing the technology and the employees using it. Your documentation will enable a strong self‑service experience for end users while providing Service Desk agents with reliable reference materials to support and troubleshoot issues efficiently.

This role requires someone who can independently take a new or undocumented process, experience it end‑to‑end, identify gaps, and create documentation that reduces support tickets and improves the employee experience.

What You Will Work On

Create end‑to‑end technical documentation from scratch for IT Help Desk operations related to hardware and device onboarding
Write step‑by‑step guides for new laptop setup, enrollment, and first‑time access
Document how employees gain access to required systems, tools, and applications
Create documentation for iOS and Android mobile device setup and enrollment
Develop security‑related onboarding documentation such as identity access, MFA, and security key enrollment
Document the full new‑hire hardware experience from opening the box to being fully productive
Develop self‑service knowledgebase articles designed to prevent Help Desk calls
Produce internal support documentation used by Service Desk and Tech Hub agents
Partner with IT operations and technical teams to learn newly implemented processes
Independently gather and validate steps when technical SMEs are unavailable
Identify missing steps, edge cases, and common user issues affecting onboarding and support
Maintain and update documentation as tools, devices, and processes evolve

What You Will Bring

Experience as a technical writer supporting IT Help Desk, service desk, or IT operations environments
Strong knowledge of laptop provisioning and end‑user device enrollment
Experience documenting iOS and Android mobile devices
Understanding of identity and access management from the end‑user perspective
Ability to create documentation from the ground up without relying on pre‑existing content
Experience writing knowledgebase articles used by Service Desk teams and end users
Strong user‑experience mindset focused on reducing support tickets
Ability to work autonomously and remove documentation burden from technical teams
Clear, concise writing skills focused on step‑by‑step guidance for non‑technical users

What You Can Expect

Project‑based W2 role with an expected duration of 6-9 months
Must be located in the United States and must not require current or future work authorization sponsorship
Compensation commensurate with qualifications, experience, geographic location, market conditions, and operational factors

Pay Range: $50–$70 per hour

Benefits include Medical, Dental, Vision, Life Insurance, Disability Insurance, 401(k) Savings Plan, Employee Stock Purchase Plan, Professional Development Program, Paid Time Off, and Paid Sick Time where legally required
An inspirational place to do your best work, engage in meaningful projects, and continually develop the skills, competencies, and qualities that set our team apart

What We Do

At RGP, we're creating a future where businesses produce their best work without constraints. We've built a global network of over 2,600 experts across four regions, providing a comprehensive suite of solutions across on-demand talent, next-generation consulting, and outsourced services to support organizations at every stage of their growth journey. Trusted by Fortune 100 companies and emerging disruptors alike, we challenge conventional ways of working, drive growth, and pave the way for long-term success through bold innovation and fearless collaboration.

Our values guide everything we do and strengthen our commitment to people. By combining smart processes, human-centered design, and advanced technology, we celebrate our team's excellence and ensure we grow together. We believe in the power of continuous learning and development to drive both individual and organizational success. It’s time to rethink how work gets done. Dare to Work Differently® with RGP.

RGP is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information, veteran status, or any other legally protected trait and encourage all applicants to apply. 