End User Computing Analyst

About the Role

The End User Computing Analyst provides technical support for KAUST faculty, staff, and departments by diagnosing, resolving, and preventing hardware, software, and end-user computing issues. The role ensures reliable operation of desktops, laptops, peripherals, and related systems, while maintaining high service standards and contributing to continuous improvement of end-user support services.

Responsibilities

• Investigate, diagnose, and resolve hardware, software, and peripheral issues across University‑supported devices to ensure minimal disruption to users.
• Install, configure, and maintain personal computers, operating systems, and related equipment, ensuring compliance with KAUST standards and procedures.
• Provide integrated hardware/software troubleshooting, including resolving system conflicts, failures, and configuration issues.
• Deliver technical assistance to faculty, staff, and departmental support teams, ensuring timely and professional resolution of service requests.
• Maintain and track IT assets, including acquisition, distribution, movement, and disposal, ensuring accurate configuration and license records.
• Identify and address unauthorized or unlicensed software installations to maintain compliance.
• Conduct hardware and software installations or removals, perform testing, correct malfunctions, and document results according to established procedures.
• Maintain accurate records of user requests, incidents, resolutions, and change requests within the service management system.
• Contribute to the development and improvement of installation procedures, support standards, and documentation.
• Provide individual or group training sessions to faculty and staff on end‑user technologies and best practices.
• Lead small-scale technical projects or sub‑projects (typically under six months), including planning, risk assessment, stakeholder communication, and closure activities.
• Develop and implement approved changes following established change control processes.
• Escalate risks, issues, and unresolved incidents to management as required.
• Mentor junior technicians and support staff, providing guidance and knowledge sharing.
• Coordinate with the Help Desk and other support teams to ensure consistent handling and timely escalation of end-user requests and incidents.
• Provide on-site support for network and communication equipment issues affecting end-user devices, escalating complex infrastructure faults to the appropriate specialist teams.
• Maintain and report on service metrics, including work order status, resolution times, and utilization of support resources, to inform continuous service improvement.
• Perform other applicable tasks and duties assigned within the scope of the employee’s skills and capabilities.

Qualifications

• Essential
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
• Preferable
• Certifications or training in Windows and macOS support tools and technologies.
• ACSA or equivalent professional certification.
• Additional certifications in device management, deployment, or IT service management.
• Basic knowledge of Linux operating systems.

Required Skills

• Minimum 6 years of experience providing end-user support in a professional IT environment, including:
• Hands-on experience with Windows and macOS remote support tools.
• Experience with device deployment solutions for Windows and macOS.
• Experience working with directory services such as Active Directory or Open Directory.
• Experience leading small technical projects or mentoring junior staff.
• Experience in higher education or large enterprise environments.