IT Ticket Quality Specialist

IT Ticket Quality SpecialistParma, Ohio - hybridOverview• $25 per hour W2, 40 hours per week• Long-term contract supporting the IT Infrastructure and Security teams• Review and validate Zendesk tickets for accuracy, consistency, and clean data• 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.comRole• 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 categories, subcategories, priorities, and other required fields, and correct or escalate discrepancies• Check that tickets were routed to the right support groups (Customer Care, Technical Support, Product Support, Level 3) and flag misrouting patterns• Confirm resolution notes are clear and technically accurate, and that the right knowledge-base article is linked; flag missing or outdated articles• Validate root cause classifications, separating symptoms, workarounds, and evidence-supported causes, and flag unsupported ones for review• Identify recurring issues and systemic patterns and share them with IT operations and problem-management stakeholders• Give constructive feedback to ticket creators and resolving teams, track quality metrics, and recommend Zendesk workflow improvementsRequirements• Experience in IT service desk, technical support, QA, or problem management involving ticket review• Working knowledge of Zendesk or a comparable ITSM platform• Understanding of incident, problem, and knowledge management, including root cause analysis• Strong analytical judgment, written communication, and attention to detail• Plus: Zendesk Explore, ITIL, root cause taxonomies, or education technology supportSean Zetts440-447-0001Riverside RecruitingSr. Recruiter & Presidentwww.RiversideRecruiting.comwww.LinkedIn.com/in/SeanZettsSean.Zetts@RiversideRecruiting.com