End User Computing Analyst

About KAUST and the End User Computing Analyst Role

KAUST (King Abdullah University of Science and Technology), located in Thuwal, Makkah, Saudi Arabia, is seeking a Full-time End User Computing Analyst. This role is integral to providing technical support for the university's faculty, staff, and departments, focusing on the diagnosis, resolution, and prevention of hardware, software, and end-user computing issues.

Role Purpose and Core Functions

The End User Computing Analyst ensures the reliable operation of desktops, laptops, peripherals, and related systems. This position is crucial for maintaining high service standards and contributing to the continuous improvement of end-user support services across the university environment.

Key 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.

Required Qualifications and Experience

• Minimum of 6 years of experience providing end-user support in a professional IT environment.
• Experience in higher education or large enterprise environments.

Work Environment and Collaboration

This full-time position is based in Thuwal, Makkah, Saudi Arabia. The role involves close collaboration with various IT support teams and direct interaction with faculty, staff, and departmental teams to ensure comprehensive end-user support and service delivery.

Application Information

Interested candidates are encouraged to apply. KAUST is committed to attracting and developing skilled professionals.