Desktop Analyst📣 Job Ad

About the Role

Packers Plus Energy Services Inc. is seeking a full-time Desktop Analyst to join their IT team in Dammam. This is a customer-facing role focused on providing support to internal users and collaborating with a global IT team to maintain a broad range of software, hardware, and Windows operating system platforms.

Key Responsibilities

• Document problem symptoms and relevant system information in the company call tracking system.
• Independently resolve most user issues and consult with senior team members for complex problems.
• Identify and escalate issues affecting multiple users to other IT departments for prompt resolution.
• Provide technical support for client-side applications, software, desktop hardware, peripherals, and printers.
• Provide 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 and related hardware, including enrollment and administration of MDM devices, company mobile phones, and scanners.
• Assist the IT Manager with assigned projects and system software/component upgrades.
• Maintain software and hardware standards and identify opportunities for environmental improvements.
• Resolve Helpdesk tickets within defined Service Level Objectives (SLOs) with a high level of detail.
• Continuously research IT trends and improve technical skills.
• Assist global third-party IT support groups by providing guidance and instruction.
• Provide after-hours support as needed.

Required Qualifications and Experience

• 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.
• Advanced 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 data backup/restore.
• 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.
• Post-Secondary Degree in Information Technology preferred.
• ITIL Foundations desirable.
• Technical certifications considered.

Work Environment and Conditions

This is a full-time position located in Dammam. Minimal travel is required, estimated at 2-5% annually. The role involves extended periods of sitting at a desk using a computer monitor, keyboard, and mouse. Compliance with the Packers Plus Health and Safety Program is mandatory.