Technical Writer II, Knowledge Base & Enablement (IT/Service Desk)

Join the team leading the next evolution of virtual care.

At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.

Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we're transforming how better health happens.

Summary of Position

The ideal candidate possesses an upbeat and enthusiastic personality capable of thriving in a fast-paced dynamic environment; is passionate about providing an outstanding support experience for our clients. The role will oversee the entire Knowledge Base (KB) initiative including curation and delivery to internal and external clients; manage the internal training program to ensure continual service improvement and overall client satisfaction.

Essential Duties and Responsibilities

• Works with business leaders and stakeholders to identify and address areas of opportunity and gaps in knowledge flow.

• Supports the design, implementation and enhancement of core KB approaches used to support critical knowledge flow within and across the business and knowledge domains.

• Develops and implements the KB technology infrastructure and strategy and configures to ensure they continuously respond to changing business needs.

• Supports the knowledge sharing technology needs of leadership teams, business unit groups, individual networks, and other stakeholders as needed.

• Models best practices and knowledge sharing behaviors in the use of enabling technologies.

• Monitors and evaluates knowledge base programs, including external benchmarking and evaluation programs/opportunities.

• Facilitates gathering and documenting requirements with business and technology partners. Documentation may include creating wireframes, user flows and process flows with sensitivity to user-system interaction. May include working with Visual Designers, Web Editors and Usability teams.

• Develops and implements the knowledge base communication strategy; helps disseminate information about the organization's KB program to internal and external audiences.

• Builds collaborative working relationships with other internal stakeholders, such as Employee Communications, Claims and Service.

• Serves as escalation point for enterprise content issues.

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Bachelor's degree in a STEM field; equivalent work experience is acceptable.

• 3+ years of experience creating and maintaining technical documentation or knowledge base (KB) content within a Service Desk, IT Support, or NOC environment.

• Proven ability to translate complex technical processes into clear, user-friendly documentation for both technical and non-technical audiences.

• Hands-on experience managing documentation within tools such as Confluence, Jira, and/or Microsoft SharePoint, including content organization and lifecycle management.

• Familiarity with HTML or rich text editing for web-based documentation (e.g., formatting, embedding, or structuring content within KB tools).

• Experience working cross-functionally to gather requirements and information from stakeholders, including technical teams and senior leadership.

• Strong organizational skills with the ability to manage multiple documentation priorities in a fast-paced, evolving environment.

• Demonstrated ability to identify knowledge gaps and proactively improve documentation to support end users and reduce escalations.

• Excellent written and verbal communication skills.

Bonus Qualifications

• Strong interest in emerging technologies (e.g., chatbot-enabled support, ticketing system enhancement) is highly preferred.

• Exposure to IT or cybersecurity environments, including familiarity with:
  - Identity and access management (e.g., Azure AD, Active Directory)
  - Networking concepts (VPN, remote access)
  - Endpoint or device management (e.g., Intune, Jamf)

The base salary range for this position is$50,000 - $70,000. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2026.Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications.This information is applicable for all full-time positions.

#LI-SS2 #LI-Remote

We follow a Flexible Vacation Policy, intended for rest, relaxation, and personal time. All time off must be approved by your manager prior to use. You will also receive 80 hours of Paid Sick, Safe, and Caregiver Leave annually. This applies to full-time positions only. If you are applying for a part-time role, your recruiter can provide additional details.

As part of our hiring process, we verify identity and credentials, conduct interviews (live or video), and screen for fraud or misrepresentation. Applicants who falsify information will be disqualified.

Teladoc Health will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Why join Teladoc Health?

• Teladoc Health is transforming how better health happens. Learn how when you join us in pursuit of our impactful mission.

• Chart your career path with meaningful opportunities that empower you to grow, lead, and make a difference.

• Join a multi-faceted community that celebrates each colleague's unique perspective and is focused on continually improving, each and every day.

• Contribute to an innovative culture where fresh ideas are valued as we increase access to care in new ways.

• Enjoy an inclusive benefits program centered around you and your family, with tailored programs that address your unique needs.

• Explore candidate resources with tips and tricks from Teladoc Health recruiters and learn more about our company culture by exploring #TeamTeladocHealth on LinkedIn.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status, or pregnancy). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health's Notice of Privacy Practices for U.S. Employees' Personal information is available at this link.