IT Knowledge Specialist

Working hours: Monday - Friday, 8:00 am - 5:00 pm MT (flexible), with occasional after-hours updates.

Location: Remote, work from home in the United States.

Why this job is exciting

The IT Knowledge Specialist helps our support teams find the right answer faster. You will build and maintain the knowledge that agents and clients rely on, set the standards that keep it consistent across the Managed Services Organization (MSO), and use AI to close gaps faster than writing by hand ever could. You will also help make large client onboardings smoother by making sure the right documentation is ready at go-live. This is a hands-on builder role, and you will work with MSO leaders to help shape our knowledge strategy.

Who you are

• 2+ years in IT, MSP, or technical support, with direct experience writing, maintaining, or managing knowledge base content.
• Experience applying content standards such as templates, taxonomy, and article lifecycle across a team or multiple teams.
• Familiarity with knowledge base and ITSM/PSA tools, and comfort evaluating how well they are being used. Experience with ConnectWise PSA, IT Glue, Atlassian Confluence, NICE CXone Expert, or similar tools is a plus.
• Hands-on experience using AI tools to draft, improve, or maintain technical content, or a strong interest in learning this quickly.
• Clear writer and good collaborator who can work with technicians, SMEs, and team leads to capture what they know.
• Client onboarding or documentation handoff experience is a plus.

What you will do

• Partner with MSO leaders to help shape the knowledge strategy and roadmap.
• Create and maintain knowledge standards: templates, taxonomy, ownership, and review cycles for articles across the MSO.
• Review how our knowledge and support tools are used today and recommend practical improvements.
• Use AI to find knowledge gaps and generate, refine, and update articles, with human review for accuracy.
• Work with SMEs and frontline teams to capture tacit knowledge and turn it into clear, searchable content.
• Support large client onboardings by preparing and organizing the knowledge and documentation teams need at go-live.
• Track basic knowledge health metrics, such as article usage, freshness, and coverage, and report progress to leadership.

Pay and Benefits:

Estimated Starting Salary/Wage Range: $28.85 hourly, based on candidate's experience, qualifications, and location.

In addition to legally-required benefits, NexusTek offers a benefit package to eligible full-time employees, which currently includes the following: 

We’re happy to provide our comprehensive benefits guide. Each benefit is subject to eligibility requirements as specified in plan documents, and the Company reserves the right to modify the benefits it offers from time to time.

Interview Process - Typical interview process for this role:

Application and Screening Stage - Thanks for showing interest!

Interview Stage - We’ll dive into your experience more in depth

NexusTek provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws

NexusTek participates in E-Verify for all US Employees

Please be aware of potential recruitment fraud and fake social media pages. NexusTek will never ask you to pay a fee as part of the interview process. Additionally, we will not ask for your personal banking information until you have signed an employment offer and completed virtual onboarding training and paperwork provided by our HR team. 

All communications with NexusTek professionals will only be sent from an @nexustek.com or ADP email address and never originate from gmail.com, yahoo.com, or other commercial email services. If you are viewing this job post outside of our website and interested in exploring opportunities, please go directly to our Careers Page: https://www.nexustek.com/nexustek-careers/ or https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=567e686e-7575-49d9-b29f-985e7365f987&ccId=19000101_000001&type=MP&lang=en_US