IT Support

Job description

IT Support Classification: Institutional Support Reports To: Technology Support Coordinator Location: Saad Al Abdullah, Kuwait About The American International University American International University (AIU) is a private institution in Kuwait, founded in 2019, offering undergraduate programs based on the American model of higher education. AIU provides degrees in Engineering, Architecture and Design, and Business Administration, with English as the language of instruction. The University is committed to fostering intellectual, cultural, and personal growth, preparing graduates for leadership roles in a global society. For more information, visit: Job Summary The IT Support Technician is responsible for providing frontline technical support to faculty, staff, and students at American International University (AIU). This role focuses on day-to-day troubleshooting, deployment, and maintenance of end-user technology, classrooms, laboratories, offices, academic software environments, and event-related IT systems. The position ensures a high level of service availability, responsiveness, and user satisfaction across the campus. Role Impact This role directly supports the continuity of academic instruction and administrative operations by ensuring that technology issues are resolved promptly and learning and working environments remain fully functional. The IT Support Technician plays a key role in minimizing downtime, supporting classroom and laboratory readiness, enabling successful university events, and ensuring effective use of institutional technology resources for students, faculty, and staff. Key Responsibilities IT Support & Helpdesk Operations Provide desktop and end-user support for PCs, laptops, printers, and peripherals across the university. Install, configure, and set up new computer systems, hardware, and standard software images. Diagnose and resolve hardware, operating system, and application issues in a timely and efficient manner. Log, track, and resolve incidents and service requests using the IT Helpdesk Ticketing System (ServiceDesk Plus). Support and train users on key university applications including Microsoft 365, Canvas LMS, and Banner SIS. Assist students, faculty, and staff with login issues, access problems, and basic authentication-related troubleshooting. Conduct IT orientation and onboarding support for new faculty and staff members. Test and validate software updates, patches, and application deployments prior to or following rollout. Printing Student and Staff ID Cards and granting necessary access. Escalate unresolved or complex issues to the Technology Support Coordinator with appropriate documentation. Classroom, Lab & Office Technology Support Support daily operations of classrooms, laboratories, meeting rooms, and offices to ensure technology readiness. Assist with setup, testing, and troubleshooting of audio-visual systems, presentation equipment, and hybrid learning tools. Perform pre-session checks to ensure systems are operational for classes, exams, and meetings. Academic Software & Lab Environment Support Install, configure, and maintain academic and instructional software within computer laboratories in coordination with Academic Affairs and IT leadership. Provide operational support for academic software platforms used in teaching and learning environments. Assist students and faculty with software access, licensing issues, and application-related troubleshooting during lab sessions. Ensure lab systems are configured consistently and remain compliant with academic and licensing requirements. Support testing and validation of academic software updates prior to semester rollouts. Endpoint Deployment & Asset Support Assist with deployment, imaging, configuration, and replacement of Windows 10/11 PCs, laptops, and shared systems. Maintain and update IT asset inventory, including computers, peripherals, and assigned equipment. Support ID card printing management systems and associated hardware as required. User & System Administration Assist with domain access, user account creation, and email registration under established procedures. Administer and maintain Active Directory accounts, group memberships, and basic permissions. Support Microsoft 365 user accounts, email configuration, and collaboration tools. Assist with user account setup, password resets, access requests, and basic identity-related troubleshooting. Support faculty, staff, and students in the effective use of Microsoft 365, email, and collaboration tools. Network & Infrastructure Support Assist with basic network connectivity troubleshooting and performance-related issues. Support setup and management of laptops, projectors, and presentation equipment for classrooms and meetings. Support System Administrator and Network Engineer with diagnostics and implementation of systems. Event Technology & Technical Support Coordinate the setup, configuration, and testing of technical requirements for university events, workshops, forums, and special activities. Provide on-site technical support during events to ensure uninterrupted operation of systems, presentations, and audio-visual equipment. Perform basic analysis of event technical requirements and proactively identify necessary systems, equipment, and configurations based on event type, scale, and venue. Demonstrate initiative in understanding requestor requirements and independently preparing appropriate technical solutions. Coordinate with the Events Department, internal IT teams, and external vendors to deliver reliable event technology support. Assist with setting up and teardown of event-related technology before and after events. Time Attendance System Administration Support administration and operational use of the Time Attendance System (COSEC). Generate payroll-related attendance reports and weekly faculty attendance reports as required. Upload and maintain monthly shift schedules within the COSEC system based on approved rosters. Implement approved shift changes and schedule updates requested by the HR Department. Assist with troubleshooting attendance discrepancies and system-related issues in coordination with HR and IT leadership. Documentation, Regulatory Compliance, and Continuous Improvement Document resolved issues, troubleshooting steps, and common fixes to support knowledge sharing. Follow IT policies, SOPs, security guidelines, and service standards. Identify recurring issues and suggest improvements to processes or configurations. Key Competencies Strong troubleshooting and problem-solving skills Practical knowledge of Windows, Mac and Linux operating systems, end-user hardware, and academic lab environments Ability to support students and faculty in high-usage instructional settings Basic understanding of networking, identity systems, and cloud-based productivity platforms Customer-service mindset with clear communication skills Ability to follow procedures, prioritize tasks, and work under supervision Willingness to support extended hours during peak academic periods or events Educational Qualifications & Certification Diploma or bachelor’s degree in computer science, Information Technology, or a related field. Entry-level or relevant IT certifications are an advantage (e.g., Microsoft, CompTIA, or equivalent). How to Apply Interested candidates should visit the Job Opportunities section on our website and submit a resume and cover letter via: Applications will be reviewed on a rolling basis until the position is filled. AIU is an equal opportunity employer committed to academic excellence, professional integrity, and the principled governance of Kuwaiti higher education.