1. IT Coordinator

IT Coordinator

Office of Information Technology

American University of Ras Al Khaimah (AURAK), UAE

General Information About Institution

The American University of Ras Al Khaimah (AURAK) is an independent co-education institution of Higher Education that provides an integrated American-style, undergraduate and graduate education. All programs are accredited by the Ministry of Education of the UAE; additionally, it is accredited by the U.S. regional accreditation association, the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC). The American model of higher education ensures not only skills in specific academic fields, but also a general education curriculum that exposes students to new ideas and ways of thinking critically about local and global issues. AURAK is a young and rapidly growing university. AURAK is located in Ras Al Khaimah, one of the Northern Emirates and a rapidly growing region. The beauty of Ras Al Khaimah is reflected in its traditions and diverse landscapes — its white sandy beaches, the majestic Hajjar Mountains, the expansive desert and its sand dunes, and the many historical sites.

AURAK values diversity, inclusiveness and cultural authenticity where all individuals are treated based on their merits and abilities. AURAK is proud to be an equal opportunities employer and encourages applications from all qualified applicants irrespective of race, color, religion, gender, national origin, disability, or age.

About The Role

The American University of Ras Al Khaimah (AURAK) is seeking a detail-oriented, organized, and service-focused professional to join the Office of Information Technology as an IT Coordinator.

Reporting to the IT Manager, the IT Coordinator will serve as a key liaison between the Office of Information Technology and University end-users, supporting the effective delivery of IT services across the University. The role will oversee daily IT operations, facilitate timely responses to technical requests, and support the reliable performance of hardware, software, network infrastructure, and user support services.

A key responsibility of the role will be the effective management of the IT HelpDesk, including monitoring and assigning tickets, following up on pending requests, ensuring timely resolution within agreed service levels, and providing direct technical assistance to University end-users when required.

The IT Coordinator will also be responsible for maintaining accurate IT documentation and asset records, supporting IT procurement and administrative requirements, monitoring software licenses and warranties, and contributing to the continuous improvement of IT processes and service delivery.

Key Responsibilities

• Manage the department's IT HelpDesk ticketing system, ensuring IT requests and incidents are properly recorded, assigned, monitored, and closed within agreed service levels.
• Ensure all IT requests and incidents are accurately logged and maintained in the HelpDesk system.
• Assign HelpDesk tickets promptly to the appropriate IT technician or team member for resolution.
• Track and monitor the status of HelpDesk tickets, follow up on pending tasks, and ensure timely closure of requests.
• Provide direct technical assistance to University end-users, including faculty, staff, and students, in resolving technology-related issues when required.
• Prepare, update, and publish self-service knowledge base articles, FAQs, and step-by-step technical guides to support users in resolving common IT issues independently.
• Maintain an accurate inventory of IT hardware, software, consumables, and departmental IT assets.
• Monitor IT supplies and initiate timely replenishment requests to ensure availability of required resources.
• Maintain accurate documentation relating to warranty agreements, software licenses, and renewals.
• Safeguard and maintain official IT documents, including memoranda, meeting minutes, reports, and other departmental records.
• Prepare material and service requests to support departmental purchasing and procurement requirements.
• Assist the IT Manager in preparing documentation, presentations, meeting minutes, and other administrative materials.
• Support the preparation and maintenance of technical and functional documentation for IT systems and processes.
• Provide administrative support to the Office of Information Technology and ensure compliance with University policies and procedures.
• Collect and analyze IT performance metrics to evaluate service effectiveness and identify opportunities for improvement.
• Liaise with internal stakeholders, vendors, service providers, and external technical support teams as required.
• Support the continuous improvement of IT HelpDesk processes, documentation, and user support services.
• Maintain confidentiality and exercise appropriate discretion when handling IT-related information, documentation, and University data.
• Perform other related duties as assigned.
  
  

Key Result Areas and Duties

KRA 1: IT HelpDesk Management and User Support (50%)

KRA 2: IT Administration, Documentation, and Support (50%)

Essential:

Academic and Professional Qualifications

• Bachelor's degree in Computer Science, Information Technology, or an equivalent discipline.
  
  

Desirable:

• ITIL Foundation certification.
• CompTIA A+ certification.
  
  

Essential:

Work Experience

• Minimum 1–2 years of experience in IT support, HelpDesk management, or related IT operations.
• Experience providing technical support and user assistance in a professional environment.
  
  

Desirable:

• Experience working with IT ticketing systems.
• Experience in IT asset management.
• Experience supporting hardware, software, and end-user technology requirements.
• Experience maintaining IT documentation, software licenses, warranties, and related records.
  
  

Skills And Knowledge

• Strong knowledge of computer hardware and operating systems, including Windows and macOS.
• Good knowledge of office productivity applications.
• Familiarity with basic networking concepts.
• Familiarity with software licensing and IT documentation.
• Ability to maintain accurate IT asset and inventory records.
• Ability to monitor and analyze IT performance metrics and recommend improvements.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Strong problem-solving skills with a customer service orientation.
• Ability to manage multiple IT requests and prioritize tasks effectively.
• Strong attention to detail and ability to maintain accurate documentation.
• Ability to work effectively with technical and non-technical users.
• Ability to work independently while also contributing effectively as part of an IT team.
• Ability to work in a fast-paced environment while maintaining a high level of service and professionalism.
  
  

Language Proficiency Required

Fluent in English, written and spoken – essential.

Arabic – Preferred.

Any other language is an asset.

Working Relationships

AURAK Offices and Departments

• IT Manager
• Office of Information Technology
• IT Technicians and IT Team Members
• Faculty Members
• Administrative and Professional Staff
• Students
• Other University Offices and Departments
  
  

External Stakeholders

• IT Vendors and Service Providers
• Hardware and Software Suppliers
• External Technical Support Teams
• Contractors and Service Providers
• Other External IT Stakeholders
  
  

Key Behaviors

Service Excellence

Professional Ethics and Integrity

Problem-solving

Time Management

Teamwork