IT Service Desk Analyst (Mac Support)

About the role

A global online learning platform founded in 2012 is looking for an IT Service Desk Analyst to provide end-user IT support in a predominantly Mac-based environment. The role covers remote and onsite support, new-hire onboarding, hardware and software troubleshooting, and management of IT equipment and SaaS access. It is based in Ankara, Turkey, with onsite attendance three days per week, Monday to Friday, 9:00 a.m. to 5:00 p.m., with occasional evening calls.

Key responsibilities

• Receive, prioritize, document, troubleshoot, route and resolve IT support requests within agreed service levels.
• Configure, maintain and troubleshoot macOS devices, hardware, software, network connectivity, peripherals and enterprise applications.
• Provide onsite support for laptops, monitors, printers and AV equipment.
• Conduct new-hire IT onboarding and orientation, and help users with accounts, permissions and application access.
• Assist with device management (e.g. Jamf), identity and access management (e.g. Okta), and basic network and printer troubleshooting.
• Coordinate with Systems Administration, Network Administration and other IT teams, and document solutions and knowledge-base articles.
• Identify recurring issues and recommend process improvements.

Required profile

• 2 years of experience in IT support, desktop support or systems administration.
• Hands-on macOS experience and experience supporting end users in a global organization.
• Fluent written and spoken English; customer-focused support for technical and non-technical users.
• Ability to work onsite in Ankara 3 days per week and join occasional evening calls.

Required skills

• Ticketing systems such as ServiceNow, Jira Service Management or similar.
• Jamf or similar Mac administration tools.
• Okta or comparable identity and access management tools.
• Google Workspace, Slack and Zoom.
• Basic networking and troubleshooting skills.

The pay is TRY 75,000 to 90,000 gross per month depending on experience, for a 6-month contract with possible extension.