IT Services Associate

that date.

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.
- **Execute** administrative and operational tasks in relevant software tools, including Google

accuracy, compliance, and service continuity.
- **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._