IT Knowledge Specialist
Job Summary
Working remotely in a full-time capacity, the IT Knowledge Specialist will manage knowledge strategy and documentation processes, ensuring support teams have access to accurate and efficient resources while utilizing AI tools for content improvement.
Key responsibilities
- Partner with MSO leaders to shape the knowledge strategy and roadmap
- Create and maintain knowledge standards, including templates, taxonomy, and article review cycles
- Utilize AI to identify knowledge gaps and generate, refine, and update articles with human review
Required qualifications
- 2+ years of experience in IT, MSP, or technical support with knowledge base management
- Experience applying content standards across teams
- Familiarity with knowledge base and ITSM/PSA tools, such as ConnectWise PSA or IT Glue
- Hands-on experience with AI tools for drafting and maintaining technical content
- Client onboarding or documentation handoff experience is a plus
Complete Job Description
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