IT Knowledge Specialist

NexusTek; United States; Remote; USD 51,000 - 69,000; Full time

Benefits offered by this job

PTO

Holidays

Life insurance

Disability

Voluntary benefits

401k match

Employee assistance program

ADP My Learning

StandOut tools

NexusTek Academy

Job summary

NexusTek is hiring an IT Knowledge Specialist to build and maintain corporate knowledge content for our support teams. You will define standards, taxonomy, ownership, and review cycles across the Managed Services Organization, and use AI to close knowledge gaps efficiently with human verification.

You will collaborate with technicians, SMEs, and team leads to capture tacit knowledge and convert it into clear, searchable content.

Qualifications

• 2+ years in IT, MSP, or technical support with knowledge base content.
• Experience applying content standards across teams.
• Familiarity with knowledge base/ITSM/PSA tools and AI-based drafting.
• Strong writing skills and collaboration with SMEs.

Responsibilities

• Partner with MSO leaders to shape the knowledge strategy and roadmap.
• Create and maintain knowledge standards: templates, taxonomy, ownership, review cycles.
• Review usage of knowledge and support tools and propose improvements.
• Use AI to identify knowledge gaps and generate/update articles with human review.
• Collaborate with SMEs and frontline teams to capture tacit knowledge into clear content.
• Support large client onboardings by organizing knowledge/documentation for go-live.
• Track knowledge health metrics and report progress to leadership.

Skills

Knowledge management

Content standards

AI tooling

Technical writing

Collaborative work

Tools

ConnectWise PSA

IT Glue

Confluence

NICE CXone Expert

Job description

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:

• Four weeks of annual accrued PTO
• Seven paid national holidays
• 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
• 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

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:

Interview Stage -

We’ll dive into your experience more in depth

• One-hour technical interview with hiring manager (virtual)
• 30-minute follow up interview with team member to be determined (virtual)
• References – 3 professional references at least one direct supervisor
• You are welcome to request additional conversations with team members you didn’t get to meet during the process

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