Join Our Team as a Desktop Support Analyst II

Are you driven to solve technical challenges and provide outstanding customer support? We’re looking for a Desktop Support Analyst II who enjoys hands-on technical work, supporting end users, and keeping technology running smoothly on-site.

This is a hands-on, on-site IT support position located within a large manufacturing environment in Santa Catarina, Nuevo León. You will provide direct technical support to employees across different departments, troubleshooting and repairing computers, hardware, software, peripherals, and other IT systems used throughout the facility.

This position offers an excellent opportunity for IT support professionals who enjoy hands-on troubleshooting, hardware support, and direct interaction with end users. The primary focus of the role is maintaining and supporting workplace technology, resolving technical issues, and ensuring employees have the tools they need to be successful in a fast-paced manufacturing environment. 

Why You’ll Love Working Here

• Purpose-Driven Work – Play a critical role in empowering staff and users through reliable, responsive technology support.
• Professional Growth – Expand your technical skillset across multiple platforms, operating systems, and enterprise tools.
• Team-Oriented Environment – Work closely with colleagues at all levels of the organization in a collaborative, service-focused culture.
• Meaningful Impact – Your work directly supports productivity, learning, and day-to-day operations across the organization.

Benefits Overview

• Aguinaldo (25 days – above legal requirement)
• Vacation + 25% premium
• IMSS + Major medical insurance (family included)
• Monthly savings fund + pantry vouchers
• Access to client-provided transportation routes
• Quarterly performance bonus opportunities
• Paid life events leave (parental, marriage, bereavement)

Desktop Support Analyst II Overview

• Location: On-site (Santa Catarina, Nuevo León, Mexico)
• Schedule: 1st Shift (6:30 AM – 5:00 PM), Monday through Friday, with willingness to provide weekend/holiday coverage
• Pay Rate: 24,000 MXN (monthly)
• Transportation: Access to client-provided transportation routes

Your Mission as a Desktop Support Analyst II

• Support factory floor PCs and end users throughout the manufacturing environment, including troubleshooting hardware, software, peripherals, and robotic systems used on the production line.
• Monitor general support queues and big screen tracking systems to identify, prioritize, and respond to issues in real time.
• Install, maintain, and repair computers, servers, peripherals, and related IT equipment.
• Provide technical support for software applications, databases, and client service platforms.
• Interface with third-party vendors to troubleshoot and resolve technical issues and service disruptions.
• Troubleshoot and resolve hardware, software, and service outages in a timely and efficient manner.
• Ensure software license compliance across supported environments.
• Maintain accurate inventory records and safeguard the physical security of IT assets.
• Perform work in field environments, including bending, kneeling, and climbing as required.
• Complete additional duties and responsibilities as assigned.

Education & Experience

• Diploma

Skills & Abilities

• Basic computer literacy and familiarity with technical software.
• Hands-on break-fix and hardware troubleshooting expertise.
• Strong troubleshooting and problem-solving skills.
• Good verbal and written communication skills.
• Ability to work independently and collaboratively.
• Professional approach to customer interactions.
• Strong organization and time management skills.
• ServiceNow, ITSM tools, O365, Active Directory, Networking basics (LAN/WAN, VPN).
• Experience providing hands-on desktop support in a manufacturing, industrial, warehouse, or production environment preferred.

Additional Requirements

• Ability to lift/carry up to 70 lbs (32 kgs).
• Comfortable working in varying physical field conditions.
• Ability to be agile in field environments, including bending, kneeling, and climbing as required.

Why This Role Matters

As a Desktop Support Analyst II, you are a trusted technical partner who ensures systems are secure, reliable, and ready when needed. Your expertise keeps operations moving, minimizes downtime, and delivers a positive technology experience to every user you support. Working directly within a manufacturing environment, you will play a critical role in supporting the technology that enables employees and operations to perform at their best every day.

This role is open to applicants in Mexico only.