IT Ticket Quality Specialist

100% remote work-from-home

• $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 Fox Hire, a national Employer of Record (EOR) that handles time-tracking, payroll, tax withholding, and offers 401k, medical, dental, and vision insurance.

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notes are clear and technically accurate, and that the right knowledge-base article is linked; flag missing or outdated articles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

• 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