Information Technology Support Analyst

Job Title: IT Service Desk Analyst

Location: Ankara, Turkey (Hybrid- *MUST be local –Onsite 3 days per week)

Pay Rate: TRY ₺75,000, ₺85,000, or ₺90,000 gross per month (Based on experience)

Duration: 6-month contract, with potential for extension

Schedule: Full-time, Monday–Friday, 9:00 a.m.–5:00 p.m. Turkey time. Occasional calls between 6:00–9:00 p.m. Turkey time)

**Please confirm that you can provide your resume in English. This position involves working with a global team, and candidate resumes submitted for consideration must be in English.

Top 4 Must-Haves

1. macOS Support: Hands-on experience configuring, administering, and troubleshooting Mac devices.
2. Global End-User Support: Experience supporting end users in a global company or environment, in a predominantly Mac-based organization.
3. IT Support Experience: 2 years of experience in IT support, desktop support, or systems administration.
4. Must be able to speak and write in English : Customer Service & Communication, with the ability to support technical and non-technical users professionally.

About the Company

Founded in 2012 by two Stanford professors, our client’s mission is to provide anyone, anywhere access to world-class learning. Today, the company is a leading global online learning platform serving millions of learners and thousands of institutions worldwide.

About the Role

Our client is seeking a customer-focused IT Service Desk Analyst I to provide global end-user IT support in a predominantly Mac-based environment. The organization supports approximately 1,500 systems, consisting of approximately 95% Mac and 5% Windows and PAB devices.

This role will provide remote and onsite technical support, assist with new-hire onboarding, troubleshoot hardware and software issues, and help manage IT equipment and SaaS application access. The ideal candidate has hands-on macOS troubleshooting experience, has supported users in a global organization, and can communicate clearly with employees across different technical skill levels. The position will be based in Ankara, Turkey, with onsite attendance required 3 days per week. The analyst will work alongside local IT personnel and coordinate with global IT teams to resolve issues and maintain reliable service.

Key Responsibilities

• Provide global end-user IT support across a predominantly Mac-based environment, with limited Windows and PAB devices.
• Receive, prioritize, document, troubleshoot, route, and resolve IT support requests within established service levels and the scope of the role.
• Configure, maintain, and troubleshoot macOS devices, hardware, software, network connectivity, peripherals, and enterprise applications.
• Provide hands-on onsite support for laptops, monitors, printers, and audio/visual (AV) equipment.
• Conduct new-hire IT onboarding and orientation, helping employees access and use company systems, applications, and collaboration tools.
• Assist users with application configuration, account access, technical questions, and general IT tool familiarity.
• Support device management and administration using tools such as Jamf.
• Assist with identity and access management, user provisioning, and application access using Okta or comparable tools.
• Coordinate with Systems Administration, Network Administration, and other IT teams to escalate and resolve more complex issues.
• Assist with basic network troubleshooting and office technology issues, including printer setup and connectivity.
• Document technical solutions, maintain knowledge-base articles, and create support documentation to improve issue resolution and self-service.
• Identify recurring issues and recommend improvements to IT support processes and service quality.

Required Qualifications

• 2 years of experience in IT support, desktop support, or systems administration globally
• Hands-on macOS experience, including configuring devices and troubleshooting common hardware, software, and operating system issues.
• Experience supporting end users in a global company or environment.
• Strong written and verbal English communication skills required.
• Experience providing customer-focused technical support, weekly onboarding, and orientation for non-technical employees.
• Familiarity ticketing system, such as ServiceNow, Jira Service Management (JSM), or a comparable platform.
• Familiarity with Jamf or similar and Mac administration.
• Familiarity with Okta or a comparable identity and access management solution, with the ability to learn new technologies quickly.
• Familiarity with enterprise collaboration and productivity applications, including Google Workspace, Slack, and Zoom.
• Basic networking knowledge and the ability to assist with common connectivity and printer-related issues.
• Ability to manage multiple requests, recognize when escalation is needed, and collaborate with global IT teams.
• Ability to work onsite in Ankara 3 days per week and participate in occasional evening calls.
• Ability to safely handle and move IT equipment, including laptops, monitors, printers, and AV peripherals, as required.
• Basic to intermediate systems and network troubleshooting skills.

Soft Skills & Core Competencies

• Customer Service: Patient, approachable, responsive, and committed to a positive end-user experience.
• Communication: Clear and professional written and verbal English communication with global stakeholders.
• Troubleshooting: Able to investigate technical issues, identify potential causes, and resolve problems within the scope of the role.
• Organization: Able to prioritize multiple requests, maintain accurate documentation, and follow through on outstanding issues.
• Adaptability: Comfortable learning new systems, tools, and processes.
• Collaboration: Works effectively with local IT colleagues and globally distributed technical teams.
• Initiative: Able to work independently while recognizing when an issue requires escalation.