IT Support Specialist

The IT Support Specialist will provide effective IT support assistance across all aspects of the support department and will provide feedback and support to the Unit Head ITSS. The position is responsible for coordinating the technical functions required to support UAEU s Colleges and administrative units. The incumbent is responsible for ensuring and providing technical end-user support services to all departments of UAEU related to the operation of computer hardware and software. In consultation with the Unit Head, different Technical Support Teams, students, faculty, staff and third party, the person contributes to the efficient allocation of computer hardware and software resources, develops and maintains business applications, and ensures the reliability and sustainability of information and communication resources.
Using effective communication, technical, and analytical skills, the IT Support Specialist manages projects, provides technical support including maintenance and upgrading of resources. In keeping with IT Division values and competencies, the individual develops and maintains positive working relationships with all contacts internal and external to DoIT Department. The position provides exposure and assistance to a broad range of IT-related projects and activities.
Minimum Qualification
Acts as lead to providing technical support in the use of personal computer hardware, software, and specialized technology or operates a multi- platform, complex computer environment.
Provides senior level of IT technical end-user support services, including:
oFirst point of contact in all computer hardware and software problems and requests.
oAnalyzes problems (both technical and operational) and arrives at workable solutions.
oUpdates and maintains the related database.
oAssists in capacity planning and acquisition of personal computers and other equipment.
Analyzes, designs, develops, tests and implements personal computers, images, patches and maintenance activities.
Supervise and make sure that all server & server applications related to end-user infrastructure are working perfectly and being well maintained. This includes printing management services, AD user administration, Ghosting and imaging servers, SCCM solution, Citrix, etc.
Assist ITSS Unit Head in establishing procedures and policies related to assigned field.
Negotiates with outside vendors on contract fulfillment, obligations and dispatches IT Services
Mentors, coordinates and provides orientation and training to Technical Support team and helpdesk agents.
Performing administrative support duties, as required, to meet specific operational objectives.
Arrange processes for disposal and donation of older technology.
Coordinates activities of external contractors completing installations of computers, printers and related peripherals.
Assists in the support of administrative computer-based applications.
Maintains inventory of computers and printers for Evergreen processes.
Monitors and reports on compliance with contract terms and conditions.
Distributes computers and printers according to assigned schedule.
Talking to staff/clients through a series of actions, either face to face or remotely.
Assist users in the procurement of IT hardware and software.
Ensuring licensing for all software purchased is recorded and maintained.
Ensuring security and upgrades are applied to desktops and laptops and kept up to date.
Undertaking small- to medium-sized IT projects as instructed by the ITSS Unit Head.
Manage the Development of training materials and procedures, and/or train users in the proper use of hardware and software.
Refer major hardware or software problems or defective products to vendors or technicians for service.
Coordinates closely with the DoIT helpdesk.
Other duties as assigned.
Preferred Qualification
Bachelor s degree in IT related field
3-6 years experience in an IT support role
Expected Skills
Excellent Communication Skills both verbal and written
Good understanding of Microsoft and desktop applications, PC hardware and peripherals, PC operating systems and application software
Ability to systematically troubleshoot complex problems
Familiarity with LAN network protocols and client-server business applications
Good understanding of Microsoft Active Directory delegated domain administration.