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.

1. Technical Support & User Assistance

• ProvideLevel 1 IT supportfor faculty staff and students.
• Log track and escalate incidents toLevel 2 technical teamsfor 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 maintainofficial 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 preparingtechnical meeting notes planning documents and progress reports.
• Maintain proper documentation of system changes upgrades and bug reports.

3. Coordination & Communication

• Act as a liaison betweenend usersDigital Transformation Unit andIT technical teamsto 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

• Conductorientation sessionsfor new faculty members staff and students on the use of IT systems (ERP LMS email and other digital services).
• Assist in creating and deliveringbasic IT training materialsand 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 preparingpresentations proposals and reportsrelated to IT projects and performance.
• Schedule and record minutes oftechnical and planning meetings ensuring follow-up on assigned action items.
• Help organize and maintain IT departmental files archives and inventory records.

Qualifications & Experience

• Bachelors degreein Information Technology Computer Science or a related field.
• 13 yearsof 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.

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 Success

AUE 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 bySACSCOC(the Southern Association of Colleges and Schools Commission on Colleges) to award baccalaureate and masters degrees. Degree-granting institutions also may offer credentials such as certificates and diplomas at approved degree levels

The American University in the Emirates is officially licensed to operate as a higher education institution and all its programs are accredited byCAA(the Commission for Academic Accreditation) Ministry of Education United Arab Emirates.

TheCollege of Business Administrationis a proud member ofAACSB(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 byAACSB) as of 2022.

The Bachelor of Computer Science in theCollege of Computer Information Technologyis accredited by the Computing Accreditation Commission ofABET.

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 theCollege of Design the designation of Substantial Equivalency with accredited programs in the United States.