IT Service Desk Technician
IT Service Desk Technician
Allied Mineral Products is a leading manufacturer of monolithic refractories worldwide, headquartered in Columbus, Ohio. We are currently looking for a Service Desk Technician in İzmir, Türkiye. This person will provide technical support to the global organization and must be fluent in both Turkish and English, with exceptional verbal and written communication skills.
This role is responsible for the day-to-day support, coordination, and escalation of mission-critical IT systems, including Microsoft Hyper-V, Microsoft 365, Windows Server 2019/2022/2025, and Windows 11 environments. Primary responsibilities include Active Directory administration, network support, endpoint management, and maintenance of client operating systems. Working under the direction of the Infrastructure Manager, Service Desk Lead and Systems Administrators, the Service Desk Technician is also responsible for maintaining endpoint hardware, ensuring systems are running current firmware and security updates, and verifying that user data is properly synchronized and protected through OneDrive.
Duties and Responsibilities
- Provide first-line technical support for end users and ensure timely escalation of issues when necessary.
- Monitor and support company systems, applications, and core infrastructure to help maintain high levels of availability and reliability.
- Enforce endpoint management standards by ensuring all company devices are properly inventoried, secured, compliant, and running current firmware and security patches.
- Deliver exceptional customer service through effective issue management, clear communication, and timely follow-up.
- Adhere to established IT processes, procedures, and standards to maximize system availability and user productivity.
- Analyze incidents and service requests for trends and recurring issues, providing recommendations for process improvements and corrective actions.
- Administer and support Windows-based client systems while ensuring compliance with company policies and security standards.
- Maintain current knowledge of system updates, technology changes, and emerging support best practices.
- Follow and support ITIL-based processes, including Incident Management, Change Management, Asset Management, and Knowledge Management.
- Provide user training and guidance on technical topics and present information to team members and stakeholders as needed.
- Collaborate with peers and other IT teams to achieve rapid resolution of incidents and service requests.
- Assist Systems Administrators with the implementation of infrastructure projects and technology initiatives.
- Maintain accurate documentation of support activities, system configurations, and technical procedures.
- Support hardware deployment, replacement, and lifecycle management activities.
Qualifications
Education & Certifications
- Bachelor’s degree in computer science, Information Technology, or a related field preferred; equivalent work experience will be considered.
- CompTIA A+ and CompTIA Network+ certifications are preferred, or the ability and willingness to obtain them within a specified timeframe.
Experience
- 0–2 years of experience in IT support, service desk operations, or Windows systems administration preferred.
- Experience supporting Microsoft Windows desktop operating systems and Microsoft 365 environments is desirable.
- Basic knowledge of Active Directory, endpoint management, and networking concepts preferred.
- Familiarity with ITIL or ITSM frameworks, including Incident Management, Change Management, Asset Management, Configuration Management, and Knowledge Management, is a plus.
Skills & Competencies
- Fluency in both Turkish and English, with excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Ability to work independently while effectively prioritizing and managing multiple tasks.
- Strong analytical and troubleshooting abilities.
- Dependable, organized, and detail oriented.
- Ability to maintain confidentiality and handle sensitive information appropriately.
- Willingness to work flexible hours, including occasional evenings or weekends, as business needs require.