Job Overview
Department: Information Technology Department
Salary: Competitive and Commensurate with experience
Our Mission
Founded in 2014 as a non-profit institution of higher learning by Masrour Barzani, the American University of Kurdistan is dedicated to preparing future generations of leaders through curricular and co-curricular excellence in an American-style education focusing on transformative knowledge, innovative research, ethical community service, respect for inclusion and diversity, global connectedness, and life-long learning, all aiming to ensure economic, environmental, social and political advancement- regionally, nationally and globally.
Our Vision
The American University of Kurdistan will be recognized as a premier institution in the Middle East and beyond by cultivating academic excellence, fostering creativity, and engaging in highest caliber of applied research.
About
The Information Technology Department (ITD) is responsible for supporting the IT needs of AUK’s faculty, staff and students by providing exceptional services that are strategically aligned to AUK’s academic and administrative goals.
Position Summary
A Help Desk Assistant in Information Technology is a professional who provides technical support and help to Faculty, Staff, and Students. The major objective of the Help Desk Assistant is to ensure client pleasure and the ability to properly operate any IT-related equipment.
Key Responsibilities
- Serve as the first point of contact for Staff and Students seeking technical assistance over the phone, email, or in-person.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by Staff and Students.
- Provide timely responses and clarify the expected response time for resolving issues.
- Direct unresolved issues to the next level of support personnel, following a clearly defined escalation process.
- Record all events, problems, and their resolution in detailed logs.
- Relay any feedback or suggestions provided by Staff and Students to the appropriate internal teams for continuous improvement.
- Identify and suggest possible improvements in procedures, staying up-to-date with technological advancements and industry best practices.
- Monitor and respond quickly to incoming requests related to IT issues, both remotely and in-person.
- Maintain computer systems and act as support if any system goes down, including PCs, Printers, smartboards, and related equipment (monitor, keyboard, mouse, hard drive, etc.).
- Maintain user PCs, including upgrades and configuration as needed.
- Assist with onboarding of new users, ensuring a smooth integration into the IT environment.
- Keep an accurate inventory of all equipment, software, and license users.
- Install, configure, and upgrade PC software while maintaining confidentiality and handling sensitive data appropriately.
Qualifications & experience
- Tech-savvy with a working knowledge of office automation products, databases, and remote-control tools.
- A good understanding of computer systems, Printers, and other tech products, including specific software and systems used within the organization.
- Ability to diagnose and resolve basic to intermediate technical issues efficiently.
- Proficiency in English with excellent verbal and written communication skills.
- Bachelor’s or diploma in IT, Computer Science, or a relevant field.
- A minimum of 2 years of experience in Computer Science or IT, with a clear understanding of the organization’s specific technology environment.
- Customer service skills emphasizing patience and courtesy when dealing with users.
- Relevant certifications or training, are a plus.
Diversity Statement
It is the policy of the American University of Kurdistan to provide an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable laws. The University promotes diversity and inclusion in the workplace and makes recruiting decisions exclusively on the basis of qualifications, merit, and current work needs. This policy applies to all hiring, recruiting, promotion, termination, layoff, recall, remuneration, benefits, and training procedures within our Institution.
