24/7 IT Service Desk Analyst — Hybrid/Remote

MCC; Monterrey; Hybrid; MXN 180,000 - 240,000; Full time

Job summary

Multi-Color Corporation (MCC) is seeking an IT Service Desk Analyst to provide Tier 1 and advanced IT support in a 24/7 environment. You will troubleshoot hardware, software, and networking issues, and assist with Office 365, VPN, and remote desktop access.

Collaborate with IT and operations teams, document solutions, and participate in deployments. The role requires strong customer service, problem-solving, and the ability to manage multiple issues in a fast-paced setting.

Qualifications

• 3-5 years of experience in IT support or a related technical field.
• Associate or bachelor's degree in computer information systems, computer science or related field preferred.
• Relevant certifications (CompTIA A+, Microsoft Certified Professional, Microsoft M365 Fundamentals, Azure Fundamentals, ITIL, etc.) preferred.
• Strong working knowledge of Windows and macOS operating systems, Microsoft 365 suite (Outlook, OneNote, Teams, SharePoint, OneDrive).
• Experience with Active Directory, Group Policy, and Exchange administration.
• Experience with remote desktop tools and ITSM platform ServiceNow.
• Experience supporting enterprise systems such as Webex, Citrix VDI, SAP, MDM, or Intune preferred.
• Excellent problem-solving skills and ability to work independently.
• Strong interpersonal and communication skills with customer service orientation.
• Ability to prioritize and manage multiple issues in a fast-paced environment.
• Hands-on experience configuring and troubleshooting iOS and Android devices.

Responsibilities

• Serve as the first point of contact for IT support and resolve escalated issues.
• Troubleshoot hardware and software problems on desktops, laptops, and peripherals.
• Provide support for network connectivity, VPN access, remote desktop, and Wi-Fi.
• Manage user accounts and permissions in Active Directory and Exchange.
• Install, configure, and maintain software applications and OS.
• Perform root-cause analysis and propose solutions for recurring issues.
• Create and update documentation, knowledge articles, and procedures.
• Assist with system upgrades, patch management, and deployments.
• Support enterprise systems including Office 365, SharePoint, Exchange, and antivirus.
• Collaborate with operations, infrastructure, and other teams to resolve issues.
• Participate in IT projects (rollouts, testing).
• Participate in rotational On-Call support coverage.

Skills

IT support

Problem solving

Communication

Independent worker

Multi-tasking

Education

Associate or Bachelor's degree in computer information systems, computer science or related field

Tools

Windows

macOS

Microsoft 365

Active Directory

Exchange

ServiceNow ITSM

Job description

Multi-Color Corporation (MCC) is seeking an IT Service Desk Analyst to provide Tier 1 and advanced IT support in a 24/7 environment. You will troubleshoot hardware, software, and networking issues, and assist with Office 365, VPN, and remote desktop access.

Collaborate with IT and operations teams, document solutions, and participate in deployments. The role requires strong customer service, problem-solving, and the ability to manage multiple issues in a fast-paced setting.