End User Computing Analyst

About the Role

King Abdullah University of Science and Technology (KAUST) is seeking an End User Computing Analyst for a full-time position. This role is responsible for providing technical support to KAUST faculty, staff, and departments by diagnosing, resolving, and preventing hardware, software, and end-user computing issues. The analyst ensures the reliable operation of desktops, laptops, peripherals, and related systems, while maintaining high service standards and contributing to the continuous improvement of end-user support services.

Key Responsibilities

• Investigate, diagnose, and resolve hardware, software, and peripheral issues across University-supported devices to ensure minimal disruption.
• Install, configure, and maintain personal computers, operating systems, and related equipment in compliance with KAUST standards.
• 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 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.

Experience Required

Candidates should possess 5-10 years of relevant experience in end-user computing support.

Work Type

This is a full-time position.