Remote IT Knowledge Specialist (AI Content)

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

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.