Senior End-User Computing Analyst & IT Support Lead

King Abdullah Bin Abdulaziz University Hospital; As Sudiyah; On-site; OMR 12,000 - 18,000; Full time

Job summary

King Abdullah University of Science & Technology is seeking an End User Computing Analyst to provide technical support for faculty, staff, and departments. You will diagnose, resolve, and prevent hardware, software, and end-user computing issues while ensuring reliable operation of desktops, laptops, peripherals, and related systems.

The role involves troubleshooting, asset management, adherence to KAUST standards, and occasional training of users.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• Certifications 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.

Responsibilities

• Investigate, diagnose, and resolve issues across university-supported devices to minimize user disruption.
• Install, configure, and maintain desktops and operating systems per KAUST standards.
• Provide integrated hardware/software troubleshooting and resolve conflicts.
• Deliver technical assistance to faculty, staff, and departments with timely resolutions.
• Maintain and track IT assets, including acquisition, distribution, movement, and disposal.
• Identify unauthorized software installations to maintain compliance.
• Perform hardware/software installations or removals and document results.
• Maintain records of user requests, incidents, and resolutions in the service management system.
• Contribute to installation procedures, support standards, and documentation.
• Provide training sessions to faculty and staff on end-user technologies and best practices.
• Lead small technical projects with planning, risk assessment, and closure.
• Develop and implement approved changes following change control processes.
• Escalate risks and issues to management as required.
• Mentor junior technicians and support staff.
• Coordinate with Help Desk to ensure timely escalation of end-user requests.
• Provide on-site support for network and communication equipment issues.
• Maintain and report on service metrics to inform continuous improvement.
• Perform other applicable tasks within the scope of the employee’s skills.

Skills

Windows remote support

macOS remote support

Device deployment

Active Directory/Open Directory

Project mentoring

Higher education/large enterprise

Education

Bachelor's degree in Computer Science/IT or related

ACSA or equivalent certification

Additional device management/ITSM certifications

Linux knowledge

Tools

Directory services tools

Job description

King Abdullah University of Science & Technology is seeking an End User Computing Analyst to provide technical support for faculty, staff, and departments. You will diagnose, resolve, and prevent hardware, software, and end-user computing issues while ensuring reliable operation of desktops, laptops, peripherals, and related systems.

The role involves troubleshooting, asset management, adherence to KAUST standards, and occasional training of users.