IT Coordinator

About the role

The American University of Ras Al Khaimah (AURAK) is looking for an IT Coordinator to join its Office of Information Technology. Reporting to the IT Manager, the coordinator acts as a key link between the IT office and university end-users, overseeing daily IT operations and helping deliver reliable hardware, software, network and user support services. A core duty is managing the IT HelpDesk, including tickets, follow-ups and direct technical assistance.

Key responsibilities

• Manage the HelpDesk ticketing system: log requests and incidents, assign tickets to technicians, track status and close them within agreed service levels.
• Provide direct technical assistance to faculty, staff and students, and prepare self-service knowledge base articles, FAQs and guides.
• Maintain an accurate inventory of hardware, software, consumables and IT assets, and monitor supplies and license/warranty records.
• Keep departmental documents such as memos, minutes and reports, and help the IT Manager with administrative materials.
• Prepare purchase requests, liaise with vendors and service providers, and collect and analyse IT performance metrics.
• Support continuous improvement of HelpDesk processes and user support, and safeguard confidential information.

Required profile

• Bachelor's degree in Computer Science, Information Technology or an equivalent discipline.
• Minimum 1-2 years of experience in IT support, HelpDesk management or related IT operations.
• Desirable: ITIL Foundation and CompTIA A+ certifications.
• Desirable: experience with ticketing systems, IT asset management, and maintaining licenses and warranties.

Required skills

• Knowledge of computer hardware and operating systems, including Windows and macOS.
• Familiarity with office productivity applications and basic networking concepts.
• Ability to maintain accurate asset records and analyse IT performance metrics.
• Strong communication, organisation and problem-solving skills, with a customer service orientation.