IT Specialist

Job Responsibilities:

1. Provide technical assistance to students, faculty, and staff in the areas of administrative, academic, classroom, and labs.
2. Resolve IT issues and requests reported by the AUS community, providing both hands-on support and assistance.
3. Ensure timely resolution and minimal impact on operations by prioritizing requests and incidents.
4. Deliver high-quality support services by following IT service management best practices.
5. Install, configure and maintain computer hardware, software, and peripheral equipment.
6. Provide first line of support to University Learning Management Systems (Blackboard) and lecture capturing systems (Panopto).
7. Manage and support endpoint devices (Windows & Mac) and support desktop and application virtualization.
8. Deliver IT orientation sessions and workshops to staff and faculty on classroom technologies and applications.
9. Create and maintain documentation - Knowledge Base, Standard Operating Procedures (SOP), Deployment checklists, etc.
10. Deliver high-quality services in collaboration with internal IT teams (Infrastructure, Application, and Information Security).
11. Support IT services function by following ITIL service management practices and framework.