IT Help Desk Analyst at Multi-Color in Monterrey, Nuevo León, MX

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: o Windows and macOS operating systems o Microsoft 365 suite (Outlook, OneNote, Teams, SharePoint, OneDrive) o Active Directory, Group Policy, and Exchange administration o 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.

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