IT Support Analyst

About the Role

We are looking for a proactive and customer-focused IT Support Analyst to join our IT Operations team. In this role, you will provide end-to-end technical support to users across Maximus offices in the Kingdom, ensuring smooth day-to-day IT operations and high service quality.

Key Responsibilities

• Provide 1st, 2nd, and 3rd line IT support for end-user issues, requests, and inquiries.
• Configure, deploy, and manage end-user devices (desktops, laptops, smartphones).
• Handle new user setup and onboarding across all Maximus offices in KSA.
• Troubleshoot and resolve hardware, software, and system issues efficiently.
• Deliver exceptional customer service and ensure timely resolution of IT requests.
• Create, manage, and maintain standardized desktop images .
• Develop automation scripts to reduce manual IT administration.
• Perform root cause analysis for recurring issues and implement permanent solutions.
• Identify suitable hardware and software solutions based on business needs.
• Coordinate with IT vendors and suppliers for repairs and technical support.
• Contribute to IT policies, processes, and procedures .
• Support ongoing IT initiatives and projects .

Education & Certifications

• Bachelor’s degree or equivalent.
• IT certifications such as Office 365, MCSD (an advantage).
• Fluency in English and Arabic .

Skills & Competencies

• Strong logical thinking and problem-solving skills.
• Technically oriented with a hands-on mindset.
• Flexible, resilient, solution-driven, and creative.
• Excellent organizational skills with strong attention to detail.
• Customer-focused, calm, and professional under pressure.
• Strong communication skills (written and verbal) in English and Arabic.
• Ability to manage, prioritize, and handle multiple support requests.
• High level of discretion when handling confidential information.
• Willingness to travel to remote Maximus offices when required.

Experience & Technical Knowledge

• Minimum 3+ years of experience in an IT Support role.
• Strong expertise in desktops, laptops, and smartphones .
• Working knowledge of Microsoft Active Directory, Group Policies, and DNS .
• Advanced knowledge of Windows 10 ; good understanding of iOS and Android .
• Experience with Microsoft Office 365 , cloud services, and admin controls.
• Familiarity with desktop encryption , standard applications (e.g., Adobe Reader).
• Understanding of information security controls for end-user computing.
• Experience with office peripherals (e.g., multi-function devices).
• Script writing for automation and deployment (preferred).
• Hands-on experience with remote support tools (e.g., Quick Assist).
• Basic understanding of IT telephony and networking .
• Passion for staying up to date with technology trends .

Why Join Us?

• Opportunity to work on diverse and meaningful IT initiatives.
• Supportive team culture with room to grow.
• Exposure to modern tools, systems, and enterprise environments.
• A role where your skills truly make a difference.