Department: Information and Communication Technologies Services (ICTS)

Contract type: Full-time

Job location: Yerevan, the capital of the Republic of Armenia

Application deadline: 09/17/2026

The American University of Armenia is hiring an IT Operations Support Specialist.

Responsibilities

1. Creates, maintains, modifies, suspends and reactivates end-user accounts for students, faculty, staff and other authorized users in accordance with established ICTS procedures.
2. Provides first-line technical support to students, faculty and staff for access to AUA email, Moodle, Jenzabar SONIS and other institutional systems.
3. Assists users with password resets, account recovery, login issues and two-step verification according to established security procedures.
4. Creates and maintains Moodle course pages and performs routine Moodle administrative operations, including instructor access, course enrollment and standard course configuration.
5. Provides routine support for Jenzabar SONIS, including password resets, login assistance and escalation of application-related issues when necessary.
6. Creates, updates and maintains AUA mailing lists and user memberships in accordance with approved requests.
7. Assists students, faculty and staff with configuration and troubleshooting of WiFi access on end-user devices.
8. Processes routine ICTS service requests and resolves common technical issues using established procedures; escalates complex issues to the appropriate ICTS staff.
9. Supports onboarding and offboarding activities by performing approved account and access changes across ICTS-managed systems.
10. Maintains accurate records of account, access and service-related changes and assists in periodic user access reviews.
11. Participates in testing, implementation and support of new or upgraded ICTS services and applications.
12. Participates in extended-hours or on-call support for critical University activities, including registration, admissions, examinations, major events, and approved maintenance windows.
13. Coordinate assigned activities with ICTS system administration, end user support and information security.
14. Assists with automation and improvement of repetitive ICTS operational processes under the supervision of Network group manager.
15. Develops knowledge of AUA enterprise systems, identity and access management, academic applications and related technologies to assume progressively more complex technical responsibilities.
16. Performs other duties assigned by the supervisor.

Requirements

• Undergraduate Degree (Computer Science, Information Technology or related field)
• Good knowledge of Windows operating systems, common desktop and mobile applications
• Working knowledge of Google Workspace and basic user administration; familiarity with Google Admin Console is preferred.
• Strong customer service and communication skills and ability to work effectively with students, faculty and staff
• Ability to learn and support institutional applications and account management procedures
• Basic understanding of user accounts, permissions, authentication and information security practices
• Basic knowledge of networking and WiFi configuration and troubleshooting
• Ability to analyze routine technical problems, follow established procedures and escalate issues appropriately
• Accuracy and attention to detail when working with user accounts, access rights and institutional data
• Ability and willingness to learn new technologies and develop toward more advanced ICTS responsibilities
• Good working knowledge of English and Armenian.

Additional Information

Please submit your CV and Cover letter (with the names of three referees) via AUA career platform here.

AUA is an equal opportunity employer and is committed to an active non-discrimination program within the institution

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