IT Service Desk Technician

hace 8 meses

Monterrey, México Multi-Color Corporation A tiempo completo

**Build your Career with an Industry Leader**

As the global leader of premium labels, MCC helps brands stand out in competitive markets and inspire positive consumer experiences. Backed by over a century of printing experience, MCC is focused on the future by developing consumer-driven innovations and sustainable packaging solutions. Working for our team, you can truly make a difference.

Under the direction of the IT Service Desk Manager, the IT Service Desk Technician improves the level of service to users by establishing a central point that users can contact to report problems or address questions and requests. They are responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.

**Primary Processes and Responsibilities**:

- Utilize the service management system to accurately and promptly assign, prioritize, resolve, and complete incident reports and service requests
- Work with users to gather details about system issues and resolve issues when possible, or escalate issues as needed
- Conduct knowledge transfer and training of end-users, including the sharing of best practices
- Provide user support for business systems related issues including researching transactional issues, identifying root causes and drive resolution
- Implement user creation/termination for Business Systems
- Ensure all established policies, procedures and controls are enforced and followed
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Document standard processes
- Maintain daily performance of computer systems
- Ask questions to determine the nature of the problem
- Walk users through problem-solving process.
- Install, modify, and repair computer hardware and software.
- Run diagnostic programs to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Install computer peripherals for users and train new employees on our IT equipment
- Follow up with customers to ensure the issue has been resolved
- Gain feedback from customers about computer usage
- Model the Corporate Values (Integrity, Passion, Creativity, Perseverance and Achievement) and Principles

**Qualifications**:
Computer Skills
- Experience with (but necessarily expert in) Active Directory, Microsoft Windows, Citrix, Microsoft Office Applications (Word, Excel)
- Experienced in ERP system usage and support in a manufacturing environment
- Strong customer service orientation.
- Comprehensive technical knowledge of Microsoft Windows-based and Mac-based client systems.
- Familiarity with Apple iOS-based mobile devices
- Proficiency with Microsoft Office and other common productivity software
- Exceptional analytical, conceptual, and problem-solving abilities
- Good knowledge of applicable data privacy practices and laws
- Able to prioritize and execute tasks in a high-pressure environment
- Strong written and verbal communication skills
- Experience working in a team-oriented, collaborative environment

Language Ability
- Fluency in reading, writing and communicating in English and French
- Ability to clearly articulate technical issues to “non-technical” users

Physical Demands
- Travel to and movement within offices and manufacturing facilities.
- Residence in Nuevo Leon (the position is face to face modality)

Personal Attributes
- Professional - Demonstrate a professional image.
- Self-Directed - Ability to multi-task, and manage conflicting priorities
- Analytical - Ability to identify critical requirements, analyze complex situations and develop solutions to those situations.
- Communicative - Relate to people at all levels of the organization.

**Diversity & Inclusion**:
MCC fosters an inclusive culture that respects and embraces our teammates’ diverse backgrounds and experiences, so that everyone can achieve their full potential here. We aspire for our company to truly reflect the diversity of our customers and the markets we serve. We are committed to equal opportunity for everyone, regardless of peoples’ gender identity/expression, age, language, sexual orientation, ability, race, socioeconomic status, national origin or other characteristics.

MTYIND

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