IT Ticket Quality Specialist (Parma)

IT Ticket Quality Specialist

Parma, Ohio - hybrid

Overview

• $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.

Role

• 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notes are clear and technically accurate, and that the right knowledge-base article is linked; flag missing or outdated articles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 improvements

Requirements

• 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 support

Sean Zetts

Riverside Recruiting

Sr. Recruiter & President