Hybrid IT Help Desk Specialist - 24/7 Support

Associated Wholesale Grocers; Kansas City (KS); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with match

Tuition Reimbursement

Paid Vacation & Sick Time

Disability Insurance

Job summary

Associated Wholesale Grocers, Inc. (AWG) is seeking a Technical Support Agent II to join the Information Technology department in Kansas City. Hybrid work Model with a focus on customer-focused IT support, incident logging, and timely resolutions.

The role emphasizes documenting procedures, collaborating with teammates, and providing efficient solutions for end users. A foundation in IT work and basic credentials is preferred for growth within the CSC.

Qualifications

• Experience delivering technical support to end users.
• Ability to follow documented troubleshooting procedures.
• Strong documentation and communication skills.
• Willingness to learn and develop technical skills.

Responsibilities

• Provide first-level IT support to customers via ticketing system and phone/email.
• Log incidents and requests in ServiceNow with accurate details.
• Communicate status and resolutions to customers and leadership.
• Collaborate with IT teams to resolve issues quickly and prevent repeats.

Skills

Customer service

Troubleshooting

Documentation

Top-down logic

Learn quickly

Education

Associate degree in IT

ITIL knowledge

IT certifications (basic)

Tools

ServiceNow

Google Workspace

Job description

Associated Wholesale Grocers, Inc. (AWG) is seeking a Technical Support Agent II to join the Information Technology department in Kansas City. Hybrid work Model with a focus on customer-focused IT support, incident logging, and timely resolutions.

The role emphasizes documenting procedures, collaborating with teammates, and providing efficient solutions for end users. A foundation in IT work and basic credentials is preferred for growth within the CSC.