IT Help Desk Specialist At The American University in Cairo
Job description
Purpose: Provide first line basic IT support to the AUC community (students, faculty, staff, and administrators) in offices, classrooms, and events venues for all IT services. These services include, but not limited to assigning trouble tickets and respond to basic queries for software, applications, network connectivity (wired and wireless), e-mail, and voice services- through calls and emails, as well as other given tasks. Coordinate between IT and other departments and provide the highest standard of support to all AUC users while responding professionally and communicating efficiently with all IT challenges.
Principal Accountabilities:
Provide first level support and guidance to users starting with problems investigation, preliminary troubleshooting and resolution for basic encountered IT and AV related problems
Perform “IT Help Desk” log functions, including receiving, entering, solving, assigning, follow-up and reporting, all IT and AV related problems
Coordinate and follow-up end-user support and route specific problems to appropriate level specialized computing staff member for further investigation, troubleshooting, and solving
Create departmental and part-time accounts and maintains AUC user accounts on the different system platforms (e-mail and applications)
Provide orientation sessions to new comers before the start of a new semester
Recommend procedure modifications or improvements
Follow up with users to get feedback on problem handling/solving
Represent other information technology staff members in a professional and respectful manner
Determine the most effective way to resolve customer’s technical issue
Perform other duties as assigned and needed by supervisors and managers
Requirements:
Minimum Education Requirement:
University degree, preferably IT related
Experience:
One – three years’ experience in IT user support environment
Customer relations experience preferred
Skills:
Excellent interpersonal communication skills
Ability to deal with difficult and complex people and situations
Excellent written and spoken English and Arabic
Problem solving skills
Ability to work under pressure
Ability to work on shifts, overtime and on week-ends
Knowledge of basic networks and PC related problems is an asset
Knowledge of audio-visual equipment is an asset
The position is open until June 22, 2022
Placement is based on the candidate’s experience and skills. Only candidates who make it to the short list will be contacted.
“We thank all individuals who have expressed interest in working at The American University in Cairo.”