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.