IT Assistant

Overview The American University in the Emirates is seeking a highly skilled and motivated IT Assistant to support day‑to‑day operations within the Information Technology Department. The role involves assisting with official documentation, providing Level 1 technical support to end users, coordinating with Level 2 technical teams for incident follow‑ups, and supporting Digital Transformation initiatives. The IT Assistant will also facilitate user training, documentation, and ensure smooth communication between IT units, faculty, staff, and students. Key Responsibilities 1. Technical Support & User Assistance Provide Level 1 IT support for faculty, staff, and students. Log, track, and escalate incidents to Level 2 technical teams for resolution, ensuring timely follow‑up and closure. Support user account configuration, password resets, and MFA setup. 2. Documentation & Reporting Prepare and maintain official IT documentation, including system manuals, user guides, procedures, and knowledge base articles. Document and update IT operational workflows, support logs, and service request records. Assist senior team members in preparing technical meeting notes, planning documents, and progress reports. Maintain proper documentation of system changes, upgrades, and bug reports. 3. Coordination & Communication Act as a liaison between end users, Digital Transformation Unit, and IT technical teams to report issues, bugs, and enhancement requests. Follow up with vendors, IT engineers, and developers for timely resolution of assigned tasks. Coordinate with internal departments to gather user requirements and provide feedback to Digital Transformation Unit Manager. 4. Training & Orientation Conduct orientation sessions for new faculty members, staff, and students on the use of IT systems (ERP, LMS, email, and other digital services). Assist in creating and delivering basic IT training materials and video tutorials for users. Support awareness initiatives related to cybersecurity, data privacy, and system usage. 5. Administrative & Support Functions Assist the Digital Transformation Manager and senior management in preparing presentations, proposals, and reports related to IT projects and performance. Schedule and record minutes of technical and planning meetings, ensuring follow‑up on assigned action items. Help organize and maintain IT departmental files, archives, and inventory records. Qualifications & Experience Bachelor’s degree in Information Technology, Computer Science, or a related field. 1–3 years of experience in IT support, documentation, or administrative coordination (preferably in higher education). Familiarity with ERP, LMS, and other university digital systems is an advantage. Basic understanding of IT service management (ITSM) and ticketing systems. Excellent written and verbal communication skills in English. Strong organizational skills, attention to detail, and ability to multitask. Key Skills & Competencies Customer‑oriented approach with strong interpersonal skills. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and IT documentation tools. Basic knowledge of networking, software installation, and user account management. Ability to work collaboratively in a team environment and coordinate across departments. Ability to use AI ethically and responsibly. Time management and problem‑solving abilities with a proactive attitude. Work Environment Primarily office‑based with on‑site support at academic or administrative units. Interaction with faculty, staff, students, and external vendors. May require occasional evening or weekend support during peak academic or registration periods. #J-18808-Ljbffr