Job Description
IT Ticket Quality Specialist
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Parma, Ohio - hybrid
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Overview
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• $25 per hour W2, 40 hours per week
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• Long-term contract supporting the IT Infrastructure and Security teams
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• Review and validate Zendesk tickets for accuracy, consistency, and clean data
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• Paid every Friday through FoxHire, a national Employer of Record (EOR) that handles time-tracking, payroll, tax withholding, and offers 401k, medical, dental, and vision insurance. www.FoxHire.com
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Role
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• Review new and solved Zendesk tickets for completeness, accuracy, and adherence to documentation standards
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• Standardize ticket titles so they are clear, searchable, and consistent
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• Validate categories, subcategories, priorities, and other required fields, and correct or escalate discrepancies
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• Check that tickets were routed to the right support groups (Customer Care, Technical Support, Product Support, Level 3) and flag misrouting patterns
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• Confirm resolution notes are clear and technically accurate, and that the right knowledge-base article is linked; flag missing or outdated articles
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• Validate root cause classifications, separating symptoms, workarounds, and evidence-supported causes, and flag unsupported ones for review
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• Identify recurring issues and systemic patterns and share them with IT operations and problem-management stakeholders
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• Give constructive feedback to ticket creators and resolving teams, track quality metrics, and recommend Zendesk workflow improvements
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Requirements
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• Experience in IT service desk, technical support, QA, or problem management involving ticket review
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• Working knowledge of Zendesk or a comparable ITSM platform
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• Understanding of incident, problem, and knowledge management, including root cause analysis
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• Strong analytical judgment, written communication, and attention to detail
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• Plus: Zendesk Explore, ITIL, root cause taxonomies, or education technology support
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Sean Zetts
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440-447-0001
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Riverside Recruiting
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Sr. Recruiter & President
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