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.