IT Support Technician

About the role

The IT Support Technician provides frontline technical support to faculty, staff and students at American International University (AIU) in Kuwait. The role covers day-to-day troubleshooting, deployment and maintenance of end-user technology, classrooms, laboratories, offices, academic software environments and event-related IT systems, reporting to the Technology Support Coordinator.

Key responsibilities

• Provide desktop and end-user support for PCs, laptops, printers and peripherals, and install, configure and set up new systems and standard software images
• Diagnose and resolve hardware, OS and application issues, and log and track incidents and service requests in the ServiceDesk Plus helpdesk ticketing system
• Train users on Microsoft 365, Canvas LMS and Banner SIS, and assist with login and access problems
• Support classrooms, labs and offices, including audio-visual and hybrid learning equipment, and run pre-session checks
• Maintain academic software in computer laboratories and support lab access, licensing and software updates
• Assist with deployment, imaging and replacement of Windows 10/11 PCs and laptops, and keep the IT asset inventory up to date
• Create and manage user accounts, group memberships and permissions in Active Directory and Microsoft 365, and handle password resets and access requests
• Troubleshoot basic network connectivity and support the System Administrator and Network Engineer
• Coordinate setup, testing and on-site support for university events, workshops and forums
• Support the Time Attendance System (COSEC), generate attendance reports and upload shift schedules
• Document resolved issues, follow IT policies and SOPs, and suggest process improvements

Required profile

• Diploma or bachelor's degree in computer science, information technology or a related field
• Entry-level or relevant IT certification (e.g. Microsoft, CompTIA) is an advantage
• Willingness to work extended hours during peak academic periods or events

Required skills

• Windows, Mac and Linux operating systems, end-user hardware and academic lab environments
• Basic networking, identity systems and cloud-based productivity platforms
• Microsoft 365, Active Directory and ServiceDesk Plus