IT Ticket Quality Specialist

Riverside Recruiting; Parma (OH); Remote; USD 28,000 - 40,000; Full time

Benefits offered by this job

Remote work

Weekly pay via FoxHire

Job summary

Riverside Recruiting is seeking an IT Ticket Quality Specialist for a 100% remote, long-term contract. The role pays $25/hour (W2), with 40 hours per week, billed weekly via FoxHire, and focuses on reviewing Zendesk tickets for accuracy and data cleanliness.

You will standardize ticket titles, validate classifications, ensure proper routing, link correct knowledge-base articles, and identify root causes and recurring issues for continuous improvement across IT operations.

Qualifications

• 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.

Responsibilities

• Review new and solved Zendesk tickets for completeness, accuracy, and adherence to documentation standards
• Standardize ticket titles for clarity, searchability, consistency
• Validate categories, subcategories, priorities, and other required fields, and correct or elevate discrepancies
• Check that tickets were routed to the right support groups and flag misrouting patterns
• Confirm resolution notes are clear and technically accurate, and that the right knowledge-base article is linked
• 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

Skills

IT service desk

Zendesk

Incident management

Root cause analysis

Analytical mindset

Written communication

Tools

Zendesk Explore

ITIL

Job description

IT Ticket Quality Specialist

100% remote work-from-home

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. www.FoxHire.com

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 elevate 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