IT Coordinator

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.

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 Help Desk, 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.

• Manage the department's IT Help Desk 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 Help Desk system.
• Assign Help Desk tickets promptly to the appropriate IT technician or team member for resolution.
• Track and monitor the status of Help Desk 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…