The American University in the Emirates is seeking a highly skilled and motivated IT Assistant plays a vital role in supporting the day-to-day operations of the Information Technology Department. The position involves assisting in official documentation, providing Level 1 technical support to end users, coordinating with Level 2 technical teams for incident follow-ups, and supporting the Digital Transformation initiatives. The IT Assistant will also assist in user training, documentation, and ensuring smooth communication between IT units, faculty, staff, and students.

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 in configuring user accounts, password resets, and MFA (Multi-Factor Authentication) 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 the 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.

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