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.

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.
• Execute administrative and operational tasks in relevant software tools, ensuring accuracy and compliance.
• Troubleshoot and resolve user inquiries both on-site and remotely.
• Escalate incidents and requests to higher-level support or specialist teams as needed.
• Document all actions and troubleshooting steps in the IT Service Management (ITSM) tool.
• Contribute to continual service improvement initiatives.
• Collaborate in IT implementation projects.
• Assist in ITIL Change Management and Problem Management.
• Organize, update and populate the school’s IT Inventory systems.

Equal Opportunity Employer

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.

Child Safeguarding Policy

International School Nido de Aguilas is committed to promoting a safe and secure environment by following, enforcing and constantly improving our child safeguarding policy.