Tech Support Analyst l

Overview

AutoCrib is a leader in industrial vending technology, designing and manufacturing both software and hardware solutions in-house to help customers manage inventory efficiently. Our customers span manufacturing, government, retail, data centers, and many other industries. We offer the resources of a well-established company while maintaining a collaborative, family-oriented culture. Employees enjoy autonomy, career development opportunities, and a comprehensive benefits package.

The Tech Support Analyst provides exceptional technical support to customers, resellers, and internal teams. This role is responsible for troubleshooting software, hardware, and network-related issues while delivering a high level of customer service in a fast-paced environment.

Responsibilities

• Provide Level 1 technical support to resellers and end users.

• Troubleshoot customer issues via phone, email, and web-based chats.

• Collaborate with Level 2 Analysts to resolve complex technical issues.

• Create and process sales orders, quotes, and RMAs for replacement parts

• Maintain detailed records using help desk software and internal tracking systems.

• Support database management, quality reporting, and performance metrics reporting.

• Work cross-functionally with Engineering, Quality Assurance, Accounting, Production, and Repair teams.

• Assist with internal technical support requests as needed.

• Support installations and configurations in complex network environments.

• Communicate technical information effectively to technical and non-technical users.

Qualifications

• Required Qualifications

• Excellent written and verbal communication skills.

• Strong technical aptitude and analytical problem-solving skills.

• Experience troubleshooting software and hardware issues.

• Ability to work independently and manage multiple priorities.

• Strong attention to detail and organizational skills.

• Ability to thrive in a fast-paced, agile environment.

• Positive, proactive attitude and willingness to adapt to change.

• Strong interpersonal skills and team-oriented mindset.

Preferred Qualifications

• Experience in an IT Service Desk, Help Desk, Desktop Support, or similar technical support role.

• Strong documentation and ticket management skills.

• Computer hardware and software troubleshooting experience.

• Working knowledge of Microsoft Windows 10 and Windows 11.

• Basic networking and connectivity troubleshooting skills.

• Knowledge of Microsoft SQL Server and SQL Server Management Studio.

Benefits

• Healthcare coverage

• 401(k) retirement plan

• Life insurance

• Paid Time Off (PTO)

• Career growth and development opportunities

• Snap-on is an Equal Opportunity Employer, Minority/Female/Disabled/Veteran.

• Pay range is $55,000.00-$65,000.00/Yr

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