IT Knowledge Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with MSO leaders to develop the knowledge strategy and roadmap.

• Establish and uphold knowledge standards, which include templates, taxonomy, ownership, and article review cycles.

• Assess the current utilization of knowledge and support tools, providing recommendations for practical enhancements.

• Leverage AI to detect knowledge gaps and produce, refine, and update articles with human oversight for accuracy.

• Partner with SMEs and frontline teams to capture tacit knowledge and transform it into clear, searchable content.

• Assist with large client onboarding by preparing and organizing the knowledge and documentation required for go-live.

• Monitor knowledge health metrics, such as article usage, freshness, and coverage.

• Present knowledge progress updates to leadership.

⛳️ Requirements

• A minimum of 2 years in IT, MSP, or technical support roles.

• Direct experience in writing, maintaining, or managing knowledge base content.

• Proven experience in applying content standards, including templates, taxonomy, and article lifecycle across teams.

• Familiarity with knowledge base and ITSM/PSA tools.

• Comfort in evaluating the effectiveness of knowledge base and ITSM/PSA tool usage.

• Experience with tools such as ConnectWise PSA, IT Glue, Atlassian Confluence, NICE CXone Expert, or similar is advantageous.

• Practical experience using AI tools to draft, enhance, or maintain technical content, or a strong willingness to learn quickly.

• Excellent writing and collaboration skills to engage with technicians, SMEs, and team leads.

• Experience in client onboarding or documentation handoff is a plus.

• Availability to work Monday–Friday, 8:00 am–5:00 pm MT, with occasional after-hours updates.

• Three professional references, including at least one direct supervisor.

🏝️ Benefits

• Four weeks of accrued PTO annually.

• Seven paid national holidays.

• Options for medical, dental, and vision coverage.

• Company-funded life insurance.

• Company-funded short- and long-term disability coverage.

• Voluntary benefits for critical illness and accident coverage.

• Voluntary Legal Shield and identity theft protection services.

• Discretionary annual 401k matching plan.

• Generous employee referral bonus program.

• Employee Assistance Program available.

• Access to over 90,000 courses in ADP My Learning.

• StandOut tools for employee engagement.

• Eligibility to apply for a Pluralsight license.

• Eligibility to apply for NexusTek Technical Academy or Leadership Academy.