Desktop Analyst📣 Job Ad

About the Desktop Analyst Role

Packers Plus Energy Svc is seeking a full-time Desktop Analyst to join their IT team in Dammam, Eastern Province. This role is central to providing exceptional customer service to internal users by supporting a wide range of hardware, software, and network products within the information technology desktop environment. The Desktop Analyst will collaborate as part of a global IT team, reporting to the IT Manager.

Key Responsibilities

• Diagnose and document problem symptoms, capturing all relevant system and application information in the company call tracking system.
• Independently resolve most user issues and consult with senior team members for complex problems.
• Identify and prioritize issues affecting multiple users, collaborating with other IT departments for swift resolution.
• Provide technical support for client-side applications, software, desktop hardware, peripherals, and printers.
• Offer technical support for manufacturing-related IT hardware and software.
• Document site-specific information and system software installation procedures.
• Maintain accurate software and hardware asset information.
• Manage mobile device deployment, enrollment, and administration, including company mobile phones and scanners.
• Assist with assigned projects in conjunction with the IT Manager.
• Perform system software and component upgrades or replacements as directed by the IT Manager.
• Maintain software and hardware standards and identify opportunities for operating environment improvements.
• Resolve Helpdesk tickets with a high level of detail and within defined Service Level Objectives (SLOs).
• Continuously research IT trends and improve technical skills.
• Provide guidance and instruction to third-party IT Support groups globally.
• Provide after-hours support as required.

Position Requirements

Experience and Skills

• Advanced Windows Active Directory experience and user account management.
• Advanced knowledge of Microsoft Windows 11 and Office 365.
• Advanced technical troubleshooting skills.
• Advanced knowledge of iOS and Android operating systems.
• Ability and willingness to research and learn new technologies.
• Basic knowledge of network environments and concepts (TCP/IP, DHCP, DNS, VPN).
• Basic knowledge of server operating systems, tools, utilities, and backup/restore procedures.
• Advanced knowledge of technical analysis, implementation, configuration, and upgrading of computer hardware, software, and peripherals.
• Intermediate understanding of Information Security practices and access provisioning.
• Intermediate Office 365/Azure AD administrative skills.
• Intermediate SCCM administrative skills.
• Strong organization skills and ability to manage a changing workload.
• Excellent oral and written English language skills.
• Minimal travel required (2-5% annually).

Education and Training

• Post-Secondary Degree in Information Technology preferred.
• ITIL Foundations desirable.
• Technical certifications considered.

Work Environment and Compliance

This is a full-time position based in Dammam, Eastern Province. Candidates must comply with the Packers Plus Health and Safety Program. The role involves extended periods of sitting at a desk using a computer monitor, keyboard, and mouse.

Company Values and Role Competencies

Packers Plus Values

• Customer Intimacy
• Operational Excellence
• Innovation

Role Competencies

• Action Oriented
• Analytical Thinking
• Attention to Detail
• Customer Focus
• Flexibility/Adaptability
• Interpersonal Savvy
• Problem Solving
• Teamwork
• Technical Learning