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IT Technical Support Agent - Level 1

AWG Career Site
Kansas City, USA
Full-time
Junior · 1–2 years experience
Hybrid
Discovered 6 days ago
servicenow

Full Job Posting

Responsibilities:

  • Customer Service (60%)
  • Provides excellent customer service to all customers who contact AWG CSC (Customer Support Center)
  • Provide documented and standard troubleshooting and resolution to customers.
  • Effectively log all IT system support incidents and requests using AWG's IT ticket system (ServiceNow).
  • Ensure incidents and requests are managed and updated regularly to track the resolution of the incidents and provide timely feedback to the customer.
  • Understand support workflow within the IT Department and the AWG Business.
  • Effectively communicates, verbally and in writing, to ensure efficient resolution of incidents.
  • Deliver Solutions, Support & Availability Service (40%)
  • Collaborate with customers, business partners, and teammates to understand reported issues and provide solutions and outcomes to minimize business disruption.
  • Communicate priorities to the technology organization to drive effective business solutions.
  • Maintain verbal and written issue identification and status updates to customers and leadership.
  • Requirements:
  • PC skills with use/knowledge of Google Application Suite, MS Office or comparable software.
  • Ability to follow documented troubleshooting and resolution procedures.
  • Professional and positive attitude.
  • Excellent customer service skills.
  • Excellent documentation skills.
  • Good troubleshooting / deductive reasoning / top-down logic skills.
  • Strong desire to learn and develop technical skills.
  • Previous Experience, Education, Knowledge, Skills:
  • Combination of college degree progress or IT work experience.
  • Base level technical certifications
  • 1-2 years of Customer Service experience a plus.
  • ITIL knowledge / understanding a plus.
  • Self-motivated, proactive, and highly organized while keeping pace with the rapidly evolving IT landscape.
  • Strong analytical and problem-solving skills.
  • ServiceNow experience is a plus.
  • Associated Wholesale Grocers, Inc. (AWG) is the nation’s largest cooperative food wholesaler to independently owned supermarkets, serving 1,100 member companies and more than 3,400 locations throughout 33 states from 9 wholesale divisions. Consolidated sales for AWG in 2025 exceeded $12.2 billion. In addition to its cooperative wholesale operations, the company also operates subsidiary companies that provide certain real estate and supermarket development services, and pharmaceutical products. For more information, visit AWGinc.com.

Benefits:

  • Medical, Dental, & Vision Insurance
  • Health Savings Account
  • Dependent Care Flexible Spending Account
  • Paid Vacation, Holiday, and Sick Time
  • 401(k) with 4% match along with 3 other contributions
  • Tuition Reimbursement
  • Basic & Supplemental Life and ADD
  • Employee Assistance Program
  • Short-Term and Long-Term Disability
  • Wellness Program

Qualifications

  • PC skills with use/knowledge of Google Application Suite, MS Office or comparable software.
  • Ability to follow documented troubleshooting and resolution procedures.
  • Professional and positive attitude.
  • Excellent customer service skills.
  • Excellent documentation skills.
  • Good troubleshooting / deductive reasoning / top-down logic skills.
  • Strong desire to learn and develop technical skills.
  • Combination of college degree progress or IT work experience.
  • Base level technical certifications
  • Self-motivated, proactive, and highly organized while keeping pace with the rapidly evolving IT landscape.
  • Strong analytical and problem-solving skills.
  • Associated Wholesale Grocers, Inc. (AWG) is the nation’s largest cooperative food wholesaler to independently owned supermarkets, serving 1,100 member companies and more than 3,400 locations throughout 33 states from 9 wholesale divisions. Consolidated sales for AWG in 2025 exceeded $12.2 billion. In addition to its cooperative wholesale operations, the company also operates subsidiary companies that provide certain real estate and supermarket development services, and pharmaceutical products. For more information, visit AWGinc.com.

Preferred Qualifications

  • 1-2 years of Customer Service experience a plus.
  • ITIL knowledge / understanding a plus.
  • ServiceNow experience is a plus.

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