Service Desk Knowledge Architect

Job Summary

Leading the IT knowledge management strategy, the full-time Service Desk Knowledge Architect will oversee the creation and maintenance of knowledge articles and support documentation while providing technical leadership and guidance to the service desk team in a remote environment.

Key responsibilities

• Provide advanced troubleshooting support and act as an escalation point for complex incidents while mentoring service desk analysts
• Manage the organization's knowledge management program, ensuring continuous improvement of knowledge articles and self-service documentation
• Develop and deliver training programs for service desk analysts to ensure proficiency in IT support procedures and tools

Required qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related discipline
• 4+ years of experience in a similar role
• Experience managing operational priorities and mentoring staff
• Proficient in training new hires with varying levels of IT experience