IT Knowledge Specialist

Nexus Technologies

3d • Remote

About The Position

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.

Requirements

• 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.
• 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.

Nice To Haves

• Experience with ConnectWise PSA, IT Glue, Atlassian Confluence, NICE CXone Expert, or similar tools is a plus.
• Client onboarding or documentation handoff experience is a plus.

Responsibilities

• 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.

Benefits

• Four weeks of annual accrued PTO
• Seven paid national holidays
• Medical, dental, vision options
• Company-paid life insurance, short and long-term disability
• Voluntary benefits such as critical illness and accident
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed