IT Associate

We are looking to hire for the position of **IT Services Associate**, according to the following skills and qualifications:
**Position Details**

Position Name: IT Services Associate

Position dependence: IT Infrastructure Head

Time commitment: Full-time

**Position Overview**

The IT Service Associate provides a first point of contact for the school-wide community, managing and responding quickly to requests and incidents while delivering first-line support. This key role ensures the IT Department’s service quality standards by registering, resolving, and escalating support requests to higher-level specialists when needed. The overarching purpose of this position is to guarantee that the organization’s technology services remain dependable, efficient, and accessible, thereby supporting the overall success of the school by keeping users productive and systems running smoothly.

**School Mission**

International School Nido de Aguilas empowers learners to CONNECT authentically, EXPLORE with curiosity, and ACT with purpose.

**Portrait of a Nido Learner**

Nido Learners are
- Connectors
- Thinkers
- Inquirers
- Designers
- Changemakers

**Qualifications and Experience**
- Technical Degree: Computer science, systems analyst
- 3 years of experience in similar positions.
- High proficiency in English and Spanish.

**Skills**
- Strong written and verbal communication skills.
- Strong interpersonal skills and collaborative attitude.
- High organizational skills and time management.
- Customer service orientation.

**Main Duties and Responsibilities**
- **Provide** first-line technical support across IT solutions, including audiovisual (AV) systems, Windows, Android, and macOS endpoints, Google Workspace, the school intranet, mobile device management (MDM) platforms, basic networking, and foundational systems administration, ensuring timely resolution of incidents and fulfillment of service requests.
- ** Troubleshoot** and resolve user inquiries both on-site and remotely, identifying the nature of the issue and implementing effective solutions in accordance with ITIL Incident Management and Request Fulfillment processes.
- ** Escalate** incidents and requests to higher-level support or specialist teams when required, providing complete and accurate documentation to facilitate timely resolution and maintain service continuity.
- ** Document**all actions, resolutions, and troubleshooting steps in the IT Service Management (ITSM) tool, ensuring knowledge is captured, processes are followed, and the knowledge base is continuously improved. Documentation may include user guides, knowledge articles, and standard operating procedures (SOPs).
- ** Contribute** to continual service improvement initiatives by identifying recurring issues, recommending process enhancements, and supporting problem management activities.
- ** Collaborate** in IT implementation projects by providing operational support to the Project Manager.
- ** Assist** in ITIL Change Management and Problem Management by supporting the assessment, documentation, coordination, and follow-up of changes and problems, ensuring compliance with policies, and contributing to continuous service improvement.
- ** Organize, update and populate** the school’s IT Inventory systems.
- International School Nido de Aguilas is an equal opportunity employer. We thrive on being a diverse environment and seek the best talents who will contribute to generating an inclusive work environment. All qualified applicants will receive consideration for employment without regard to their gender, age, religion, race, ethnicity, marital status, cultural background, sexual orientation, languages, abilities, or any other personal characteristic._
- International School Nido de Aguilas is committed to promoting a safe and secure environment by following, enforcing and constantly improving our child safeguarding policy._