IT Knowledge Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
IT Knowledge Specialist building and maintaining AI-enhanced knowledge content for NexusTek’s managed services support teams. Improving documentation standards, tool usage, metrics, and client onboarding readiness.
Responsibilities:
- Partner with MSO leaders to shape the knowledge strategy and roadmap
- Create and maintain knowledge standards, including templates, taxonomy, ownership, and article review cycles
- Review current use of knowledge and support tools and recommend practical improvements
- Use AI to identify knowledge gaps and generate, refine, and update articles with human accuracy review
- Work with SMEs and frontline teams to capture tacit knowledge and convert it into clear, searchable content
- Support large client onboardings by preparing and organizing knowledge and documentation needed at go-live
- Track knowledge health metrics such as article usage, freshness, and coverage
- Report knowledge progress to leadership
Requirements:
- 2+ years in IT, MSP, or technical support
- 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
- Comfort evaluating how well knowledge base and ITSM/PSA tools 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 writing and collaboration skills to work with technicians, SMEs, and team leads
- Client onboarding or documentation handoff experience is a plus
- Ability 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 annual accrued PTO
- Seven paid national holidays
- Medical, dental, and vision options
- Company-paid life insurance
- Company-paid short- and long-term disability
- Voluntary critical illness and accident benefits
- Voluntary Legal Shield and identity theft protection
- Discretionary annual 401k match plan
- Generous employee referral bonus plan
- Employee Assistance Program
- Access to over 90,000+ courses in ADP My Learning
- StandOut employee engagement tools
- Eligible to apply for a Pluralsight license
- Eligible to apply for NexusTek Technical Academy or Leadership Academy
Similar Jobs
IT Portfolio and Demand Management Specialist
IT portfolio specialist managing technology demand, business cases, prioritization, and resource capacity. Supporting St. Charles Health System’s healthcare technology delivery and governance.
IT Portfolio and Demand Management Specialist
IT portfolio specialist managing technology demand, business cases, prioritization, and resource capacity for St. Charles Health System. Leveraging ServiceNow SPM to govern healthcare IT delivery.
Senior IT Accessibility Specialist
Senior IT Accessibility Specialist supporting federal agencies with Section 508 policy and document compliance. Assessing, remediating, and validating accessible Office and PDF content.
IT Demand Management Specialist – Junior
IT demand specialist supporting Volkswagen Bank’s project portfolios, budgets, resources, and vulnerability management. Maintaining PPM reporting, cost controls, PMO processes, and resource-allocation automation.
No more related jobs available.