IT Coordinator | AURAK Ras Al Khaimah

Job Description

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

Reporting to the IT Manager, the successful candidate will support the effective delivery of IT services across the University, coordinate daily IT operations, manage the IT HelpDesk, maintain technology records and assets, and provide technical assistance to faculty, staff, and students.

Employer: American University of Ras Al Khaimah (AURAK)
Department: Office of Information Technology
Location: Ras Al Khaimah, United Arab Emirates
Position: IT Coordinator
Reports To: IT Manager
Field: Information Technology / IT Operations

IT Coordinator UAE – Position Overview

The IT Coordinator serves as a key liaison between the Office of Information Technology and University end-users.

The role supports the reliable delivery of:

• IT HelpDesk services.
• End-user technical support.
• Hardware and software services.
• Network-related support.
• IT asset management.
• Documentation.
• Software licensing.
• Warranty tracking.
• Procurement administration.
• IT service-performance monitoring.

A major responsibility is ensuring that IT requests and incidents are managed efficiently and resolved within agreed service levels.

IT HelpDesk Management

The IT Coordinator will manage the department’s IT HelpDesk ticketing system.

Responsibilities include:

• Ensuring IT requests and incidents are recorded accurately.
• Assigning tickets to the appropriate technician or team member.
• Monitoring open HelpDesk tickets.
• Following up on pending requests.
• Tracking ticket progress.
• Ensuring requests are closed within agreed service levels.
• Maintaining accurate HelpDesk records.

The successful candidate should be able to prioritise multiple requests and help ensure a consistent standard of service.

End-User Technical Support

The IT Coordinator will provide direct technical support when required.

End users may include:

• Faculty members.
• Administrative and professional staff.
• Students.
• Other University departments.

Support may involve assisting users with technology-related problems and coordinating with other members of the IT team where further technical intervention is required.

Knowledge Base and Self-Service Support

The successful candidate will prepare and maintain user-support resources.

These include:

• Knowledge-base articles.
• Frequently Asked Questions.
• Step-by-step technical guides.
• Self-service support materials.

These resources should help users resolve common IT issues independently and reduce avoidable HelpDesk requests.

IT Asset and Inventory Management

The IT Coordinator will maintain accurate records of University IT resources.

Responsibilities include tracking:

• IT hardware.
• Software.
• Consumables.
• Departmental IT assets.

The role also includes monitoring IT supplies and initiating replenishment requests when required.

Software Licences and Warranties

The successful candidate will maintain records related to:

• Software licences.
• Licence renewals.
• Warranty agreements.
• Hardware and software documentation.

Accuracy is important because these records support continuity, compliance, and effective technology planning.

IT Documentation

The IT Coordinator will maintain official IT documentation and departmental records.

This includes:

• Memoranda.
• Meeting minutes.
• Reports.
• Technical documentation.
• Functional documentation.
• Departmental records.
• Administrative materials.

The role requires strong attention to detail and appropriate handling of confidential information.

Procurement and Administrative Support

The position includes administrative support for IT purchasing and departmental activities.

Responsibilities include:

• Preparing material requests.
• Preparing service requests.
• Supporting IT procurement.
• Assisting with purchasing documentation.
• Preparing presentations.
• Preparing meeting materials.
• Supporting the IT Manager with administrative requirements.

Technical and Functional Documentation

The successful candidate will support the preparation and maintenance of documentation relating to:

• IT systems.
• IT processes.
• Technical procedures.
• Functional requirements.
• User-support procedures.

Clear documentation will support operational consistency and service continuity.

IT Performance Metrics

The IT Coordinator will collect and analyse IT service-performance information.

Responsibilities include:

• Monitoring service metrics.
• Evaluating IT service effectiveness.
• Identifying performance trends.
• Highlighting areas for improvement.
• Recommending improvements to IT processes.

The role therefore combines operational coordination with continuous service improvement.

IT Service Improvement

The successful candidate will support continuous improvement across:

• HelpDesk processes.
• IT documentation.
• User-support services.
• Administrative procedures.
• Service-delivery workflows.

Candidates should be able to identify inefficiencies and contribute practical improvements.

Stakeholder and Vendor Coordination

The IT Coordinator will liaise with internal and external stakeholders.

Internal stakeholders include:

• IT Manager.
• Office of Information Technology.
• IT technicians.
• Faculty.
• Staff.
• Students.
• University offices and departments.

External stakeholders may include:

• IT vendors.
• Service providers.
• Hardware suppliers.
• Software suppliers.
• External technical-support teams.
• Contractors.

Key Result Areas

The position is divided equally between two main Key Result Areas:

Key Result Area	Weight
IT HelpDesk Management and User Support	50%
IT Administration, Documentation and Support	50%

This means the position balances technical user support with IT coordination and administration.

Essential Qualification

Applicants must hold a:

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

Desirable Certifications

The following certifications are desirable:

• ITIL Foundation.
• CompTIA A+.

These are preferred rather than stated as mandatory requirements.

Experience Requirements

Applicants must have:

• One to two years of experience in IT support, HelpDesk management, or related IT operations.
• Experience providing technical support and user assistance in a professional environment.

Preferred Experience

The following experience is desirable:

• IT ticketing systems.
• IT asset management.
• Hardware support.
• Software support.
• End-user technology support.
• IT documentation.
• Software licence management.
• Warranty management.

Technical Skills and Knowledge

Candidates should demonstrate:

• Strong knowledge of computer hardware.
• Strong knowledge of operating systems.
• Knowledge of Windows.
• Knowledge of macOS.
• Good knowledge of office-productivity applications.
• Familiarity with basic networking concepts.
• Familiarity with software licensing.
• Familiarity with IT documentation.
• Ability to maintain IT asset records.
• Ability to monitor IT performance metrics.

Service and Problem-Solving Skills

The successful candidate should demonstrate:

• Excellent communication skills.
• Strong interpersonal skills.
• Strong organisational ability.
• Multitasking ability.
• Problem-solving skills.
• Customer-service orientation.
• Ability to prioritise IT requests.
• Strong attention to detail.
• Ability to maintain accurate records.
• Ability to work with technical and non-technical users.
• Ability to work independently.
• Ability to contribute effectively within an IT team.
• Ability to work in a fast-paced environment.

Language Requirements

Applicants must be:

• Fluent in written and spoken English.

In addition:

• Arabic is preferred.
• Any additional language is considered an asset.

Confidentiality and Professional Conduct

The IT Coordinator is expected to:

• Maintain confidentiality.
• Exercise appropriate discretion.
• Protect University information.
• Handle IT-related documentation responsibly.
• Comply with University policies and procedures.

Key Professional Behaviours

AURAK identifies the following behaviours as important for the position:

• Service excellence.
• Professional ethics and integrity.
• Problem-solving.
• Time management.
• Teamwork.

About the American University of Ras Al Khaimah

The American University of Ras Al Khaimah (AURAK) is an independent higher-education institution in the United Arab Emirates offering undergraduate and graduate programmes based on an American-style education model.

According to the vacancy information, AURAK’s programmes are accredited by the relevant UAE higher-education authorities, and the University is also accredited by the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC).

AURAK promotes diversity, inclusion, and equal employment opportunity.

Working in Ras Al Khaimah

AURAK is located in Ras Al Khaimah, one of the northern Emirates of the United Arab Emirates.

The Emirate offers access to:

• Beaches.
• Mountains.
• Desert landscapes.
• Historical sites.
• Outdoor recreation.

It provides a well-developed environment while offering a different pace of life from some of the UAE’s larger cities.

Job Summary

Employer	American University of Ras Al Khaimah (AURAK)
Department	Office of Information Technology
Location	Ras Al Khaimah, United Arab Emirates
Position	IT Coordinator
Reports To	IT Manager
Field	Information Technology / IT Operations
Required Qualification	Bachelor’s degree in Computer Science, Information Technology, or equivalent discipline
Experience Requirement	Minimum 1–2 years in IT support, HelpDesk management, or related IT operations
Preferred Certifications	ITIL Foundation, CompTIA A+
Core Responsibilities	HelpDesk management, user support, IT administration, documentation, assets, licences, warranties and procurement support
Key Platforms / Systems	Windows, macOS, IT ticketing systems, office productivity applications
Networking Knowledge	Basic networking concepts
KRA Split	HelpDesk & User Support 50%; IT Administration & Documentation 50%
Language Requirement	Fluent English essential; Arabic preferred; other languages an asset
Application Deadline	Not stated