The Department of ICT & IT Security at the American University of Sharjah seeks to hire an IT Specialist to provide high-quality technical support to our university community - faculty, staff and students. The IT Specialist will have a strong technical background, a customer-focused approach, and be responsible for day-to-day IT support operations.Job Responsibilities

• Provide technical assistance to students, faculty, and staff in the areas of administrative, academic, classroom, and labs.
• Resolve IT issues and requests reported by the AUS community, providing both hands-on support and assistance.
• Ensure timely resolution and minimal impact on operations by prioritizing requests and incidents.
• Deliver high-quality support services by following IT service management best practices.
• Install, configure and maintain computer hardware, software, and peripheral equipment.
• Provide First line of support to University Learning Management Systems (Blackboard) and Lecture capturing systems (Panopto).
• Manage and support endpoint devices (Windows & Mac) and support desktop and application virtualization.
• Deliver IT Orientation sessions and workshops to staff and faculty on classroom technologies and applications.
• Create and maintain documentation - Knowledge Base, Standard Operating Procedures(SOP), Deployment checklists..etc.
• Deliver high-quality services in collaboration with internal IT Teams (Infrastructure, Application, and Information Security).
• Support IT Services function by following ITIL Service management practices and framework.
• Troubleshoot and resolve technical issues involving productivity tools, operating systems, hardware, software, academic services, local networks (wired & wireless), video conferencing and collaboration tools, video streaming, digital technologies, lecture capturing, google workspace, office 365 and other academic technologies.

Qualifications and Skills Required

• Bachelor\'s degree in computer science, Information Technology, or related field
• Relevant experience in a similar function/role
• IT certifications in related technologies (e.g., ITIL, ServiceNow, MCSE, SCCM, AWS/Azure, Apple ACSP, Intune, Jamf, Network+, A+).
• Proven working experience with automated desktop deployment solutions.
• Robust knowledge of educational technology products.
• Advanced knowledge of Windows, macOS, and Linux.
• Working experience with Blackboard Learn and Panopto (lecture capture).
• Knowledge of Cloud computing, IoT, AI, big data analytics
• Ability to work collaboratively within a team and effectively with faculty, staff, and students on the use of technology.
• Exceptional customer service skills.
• Strong problem-solving and analytical skills.
• Working knowledge in managing projects.
• Ability to effectively prioritize and execute tasks in a high-demand environment.
• Ability to adapt to change and have strong critical-thinking skills.
• Ability to maintain strict confidentiality.
• Willingness to work flexible hours.
• UAE national preferred.

Preferred Qualifications and Skills

• A master\'s degree in a related field (Computer Science/Engineering)
• Certifications in related fields ( ITIL, ServiceNow, CompTIA, etc.)
• Strong Experience in the Higher Education Institute IT Support Functions
• Knowledge and experience in the following technologies: ServiceNow, Google, and Microsoft

The candidate should be available on-site during AUS main working hours (Monday to Thursday, 8 AM to 6 PM) but is also expected to be ready to work at flexible times when needed.We are looking for a candidate ready to hit the ground running with minimal training.How to Apply

• Interested applicants should fill out the

. * The selected applicant with a valid resident visa should provide AUS with a Letter of No Objection (NOC) from their sponsor before joining.

• AUS alumni are encouraged to apply.
• Only shortlisted candidates will be contacted. Applicants who do not meet specified requirements will not be shortlisted.
• AUS is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, gender, religion, national origin, disability or marital status. Opportunities for employment are based solely upon one\'s qualifications.

American University of Sharjah