IT Service Desk Analyst

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

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
  • 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.

For over a century, Multi-Color Corporation (MCC) has crafted premium labels for the world's most iconic and recognizable brands. Our labels elevate emotional connections with consumers and help brands stand out in competitive markets. Honoring our rich history as a market leader, we focus on the future by developing sustainable packaging solutions and consumer-driven innovations.

MCC combines global reach with the personalized touch of local service through our network of facilities across 25+ countries. More than 12,000 teammates come together to make our industry-leading work possible and bring our True Colors to life. Join us at MCC, where every product is Labeled with Care. Learn more at .

If you need assistance or an accommodation in applying, please contact our Human Resources Department at .

Multi-Color is committed to providing equal employment opportunities and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.