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 encompass templates, taxonomy, ownership, and article review cycles throughout the MSO.

• Evaluate the existing use of knowledge and support tools, providing practical improvement recommendations.

• Leverage AI to pinpoint knowledge gaps and create, refine, and update articles, ensuring human review for accuracy.

• Collaborate with subject matter experts (SMEs) and frontline teams to capture tacit knowledge and transform it into clear, searchable content.

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

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

• Communicate knowledge progress to leadership.

⛳️ Requirements

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

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

• Experience implementing content standards such as templates, taxonomy, and article lifecycle across one or multiple teams.

• Knowledge of knowledge base and ITSM/PSA tools.

• Ability to assess the effectiveness of knowledge base and ITSM/PSA tool usage.

• 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 effectively work with technicians, SMEs, and team leads.

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

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

• Must be available to work Monday through Friday, from 8:00 am to 5:00 pm MT, with occasional after-hours updates.

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

• Must be legally authorized to work in the United States; NexusTek participates in E-Verify for all US employees.

🏝️ 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 insurance.

• Voluntary critical illness and accident benefits.

• Voluntary Legal Shield and identity theft protection services.

• Discretionary annual 401k matching plan.

• Generous employee referral bonus program.

• Employee Assistance Program.

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

• StandOut employee engagement tools.

• Eligibility to apply for a Pluralsight license.

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

• Flexible working hours.

• Option for remote work from home.