IT Assistant

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.Key Responsibilities Technical Support & User AssistanceProvide 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. Documentation & ReportingPrepare 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. Coordination & CommunicationAct 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. Training & OrientationConduct 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. Administrative & Support FunctionsAssist 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 & ExperienceBachelor’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 & CompetenciesCustomer-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 responsiblyTime management and problem-solving abilities with a proactive attitude.Work EnvironmentPrimarily 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.About American University in the Emirates (AUE):The American University in the Emirates (AUE) invites applications from well-qualified candidates for a range of faculty and administrative positions. AUE is located in Dubai Intl. Academic City.AUE is not just a place of learning but a hub of innovation and growth, where your expertise and aspirations find a welcoming environment.At AUE, we believe Nothing is Impossible is the Pathway to SuccessAUE comprises seven dynamic colleges: College of Law, College of Education, College of Design, College of Business Administration, College of Media and Mass Communication, College of Computer Information Technology and College of Security and Strategic Studies. Each college boasts unique strengths and prestigious accreditations, reflecting our commitment to providing a world-class education.The American University in the Emirates is accredited by SACSCOC (the Southern Association of Colleges and Schools Commission on Colleges) to award baccalaureate and master’s degrees. Degree-granting institutions also may offer credentials such as certificates and diplomas at approved degree levelsThe American University in the Emirates is officially licensed to operate as a higher education institution and all its programs are accredited by CAA (the Commission for Academic Accreditation), Ministry of Education, United Arab Emirates.The College of Business Administration is a proud member of AACSB (The Association to Advance Collegiate Schools of Business), and its degree programs (Bachelor of Business Administration, Master of Business Administration, Master of Sport Management) are accredited by AACSB) as of 2022.The Bachelor of Computer Science in the College of Computer Information Technology is accredited by the Computing Accreditation Commission of ABET.NASAD (The National Association of Schools of Art and Design) has granted the Bachelor of Science in Fashion Design, Bachelor of Science in Graphic Design, Bachelor of Science in Interior Design, and Bachelor of Science in Animation in the College of Design, the designation of Substantial Equivalency with accredited programs in the United States.