Desktop Analyst

Role overview

Packers Plus Energy Services Inc. is seeking a Desktop Analyst to support its internal users across desktop systems, software, hardware, and network-related tools. This position is centered on diagnosing technical issues, documenting solutions, maintaining device and software environments, and delivering a strong customer service experience to employees. The role is part of a global IT team and reports to the IT Manager.

Key responsibilities

• Log issues thoroughly in the company’s call tracking system, including symptoms, system details, and application information.
• Independently handle routine questions and technical problems, escalating unusual or complex cases to senior team members or other IT staff when needed.
• Identify recurring or widespread issues affecting multiple users and coordinate with other IT groups to resolve them quickly.
• Provide support outside normal working hours when required.
• Assist users with client applications, desktop software, hardware, peripherals, and printers.
• Support manufacturing-related IT systems, both hardware and software.
• Maintain documentation for site-specific setups and software installation steps.
• Keep hardware and software asset records current and accurate.
• Coordinate mobile device rollout and manage related equipment.
• Handle enrollment and administration of MDM devices such as company phones and scanners.
• Work with the IT Manager on assigned initiatives and projects.
• Upgrade or replace software and components in coordination with the IT Manager.
• Help maintain software and hardware standards across the environment.
• Contribute ideas and actions that improve the overall operating environment.
• Resolve helpdesk tickets with strong attention to detail and within defined service level objectives.
• Continuously build technical knowledge and stay informed about emerging IT trends.
• Support third-party IT teams worldwide by providing guidance and direction on assigned tasks.

Required experience and skills

• Hands-on experience with Windows Active Directory and user account administration at an advanced level.
• Strong working knowledge of Microsoft Windows 11 and Office 365.
• Advanced troubleshooting capability across hardware, software, and desktop environments.
• Advanced familiarity with iOS and Android platforms.
• Willingness and ability to research and adopt new technologies as they are introduced.
• Basic understanding of networking concepts including TCP/IP, DHCP, DNS, and VPN.
• Basic awareness of server operating systems, server tools, and backup/restore processes.
• Strong capability in analyzing, configuring, implementing, and upgrading computers, software, and peripherals.
• Intermediate understanding of information security and access provisioning.
• Intermediate administrative experience with Office 365 and Azure AD.
• Intermediate SCCM administration skills.
• Strong organizational ability and comfort handling a frequently changing workload.
• Excellent spoken and written English communication skills.
• Ability to travel minimally, approximately 2% to 5% per year.

Education and training

• A post-secondary qualification in Information Technology is preferred.
• ITIL Foundation certification is desirable.
• Technical certifications will also be taken into consideration.

Physical, business, and safety requirements

• Must comply with the Packers Plus Health and Safety Program.
• The role involves long periods of sitting while working at a computer with a monitor, keyboard, and mouse.

Values and competencies

The organization emphasizes Customer Intimacy, Operational Excellence, and Innovation. The role also calls for action orientation, analytical thinking, attention to detail, customer focus, adaptability, strong interpersonal skills, problem solving, teamwork, and a willingness to keep learning technically.

Work context

This is a full-time onsite position based in Dammam, Eastern, Saudi Arabia. The vacancy is for one desktop analyst focused on internal IT support in a global environment.