IT Ticket Quality Specialist

Riverside Recruiting•Parma, OH

6d•Remote

About The Position

The IT Ticket Quality Specialist reviews and validates Zendesk tickets for the IT Infrastructure and Security teams, ensuring accuracy, consistency, completeness, and clean data. This is a 100% remote, work-from-home role paying $25 per hour on W-2, scheduled for 40 hours per week as a long-term contract. Payroll is handled through FoxHire, which manages time tracking, payroll, and tax withholding and offers 401(k), medical, dental, and vision insurance.

Requirements

Experience in IT service desk, technical support, quality assurance, or problem management involving ticket review.
Working knowledge of Zendesk or a comparable IT service-management platform.
Understanding of incident, problem, and knowledge management, including root-cause analysis.
Strong analytical judgment, written communication, and attention to detail.

Nice To Haves

Zendesk Explore experience.
ITIL knowledge or certification.
Experience with root-cause taxonomies.
Education technology support experience.

Responsibilities

Review new and solved Zendesk tickets for completeness, accuracy, and adherence to documentation standards.
Standardize ticket titles so they are clear, searchable, and consistent.
Validate ticket categories, subcategories, priorities, and other required fields; correct or escalate discrepancies.
Check that tickets were routed to the appropriate support groups and flag patterns of misrouting.
Confirm that resolution notes are clear and technically accurate and that the appropriate knowledge-base article is linked; flag missing or outdated articles.
Validate root-cause classifications by distinguishing symptoms, workarounds, and evidence-supported causes; flag unsupported classifications for review.
Identify recurring issues and systemic patterns and share them with IT operations and problem-management stakeholders.
Provide constructive feedback to ticket creators and resolving teams, track quality metrics, and recommend Zendesk workflow improvements.