IT Service Desk Analyst

MCC Label; Monterrey; Hybrid; MXN 250,000 - 360,000; Full time

Job summary

Multi-Color Corporation seeks an IT Service Desk Analyst in Monterrey to deliver Tier 1 and advanced support across desktops, laptops, mobile devices, printers, and peripherals. You will troubleshoot, log tickets, and coordinate with IT teams to keep users productive.

In a 24/7 environment, the role requires strong customer service, problem solving, and independent work. On-site, remote, or hybrid arrangements may apply based on needs.

Qualifications

• 3-5 years of IT support experience.
• Associate or bachelor’s degree in computer information systems, computer science or related field preferred.
• Relevant certifications (CompTIA A+, Microsoft 365 Fundamentals, Azure Fundamentals, ITIL) preferred.
• Strong working knowledge of Windows and macOS.
• Experience with Microsoft 365 suite including Exchange administration and SharePoint.
• Experience with ITSM platforms such as ServiceNow.

Responsibilities

• Serve as the first point of contact for IT support and resolve escalated issues.
• Troubleshoot hardware and software problems on desktops, laptops, and mobile devices.
• Provide network issue support including VPN access and remote desktop.
• Manage user accounts and permissions in Active Directory and Exchange.
• Install, configure, and maintain software and operating systems.
• Create and update knowledge articles and procedures.
• Assist with system upgrades, patches, and deployments.
• Support enterprise systems like Office 365, SharePoint, and antivirus solutions.
• Collaborate with operations and infrastructure teams to resolve issues promptly.
• Participate in IT projects and rotational on-call coverage.

Skills

Customer service orientation

Communication skills

Problem solving

Multitasking in fast-paced environment

Independent work capability

Education

Associate or Bachelor’s degree in computer information systems or related field

Tools

Windows & macOS

Microsoft 365 suite

Active Directory & Exchange administration

ITSM (ServiceNow)

Remote desktop tools

VPN & network basics

Citrix VDI

Webex

Job description

Build your Career with an Industry Leader

Multi-Color Corporation is the world’s largest prime label and packaging supplier. Join the new MCC and you will have the opportunity to become part of an organization that has been committed to excellence and industry leadership for over 110 years.

Position Summary:

As an IT Service Desk Analyst, you will play a critical role responsible for providing both Tier 1 and advanced technical support. Operating in a 24/7 support environment, you will help ensure seamless technology experiences by resolving issues, fulfilling requests, and collaborating with technical teams to keep users productive. This position ensures seamless IT operations by troubleshooting and resolving hardware, software, networking, and system-related issues while maintaining a strong focus on user satisfaction, system reliability, and operational efficiency. The IT Service Desk Analyst plays a critical role in both day-to-day support and strategic IT initiatives. Occasional after-hours or weekend work may be required for critical issues or project rollouts. The work may be remote, on-site, or hybrid depending on organizational needs.

Essential Job Functions:

• Serve as the first point of contact for IT support while also resolving escalated, complex technical issues.
• Troubleshoot and resolve complex hardware and software problems, including desktops, laptops, mobile devices, office printers, thin clients, label printers, Zebra handhelds and peripherals.
• Provide support for network connectivity issues, VPN access, remote desktop, and Wi-Fi problems.
• Manage user accounts, groups, and permissions in Active Directory, Exchange/Office 365, and other systems.
• Install, configure, and maintain software applications and operating systems.
• Perform root cause analysis and recommend solutions for recurring issues.
• Create and update documentation, knowledge articles, procedures, and best practices to improve team effectiveness and service quality.
• Assist with system upgrades, patch management, and deployments.
• Support enterprise systems including Office 365, SharePoint, Exchange, and antivirus solutions.
• Collaborate across teams by partnering with operations, infrastructure, and other technical teams to diagnose issues and drive efficient resolutions.
• Participate in IT projects (e.g., software rollouts, hardware rollouts, and application testing).
• Participate in rotational On-Call support coverage. (Company cell phone provided)
• Adhere to service desk procedures, escalation protocols, quality standards, and ticket ownership guidelines.

Skills/Experience Required:

• 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.
• Strong working knowledge of Microsoft 365 suite (Outlook, OneNote, Teams, SharePoint, OneDrive). Active Directory, Group Policy, and Exchange administration. Network fundamentals (DNS, DHCP, TCP/IP, VPN, etc.).
• 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 devices and Android devices.