IT Technical Support Agent - Level 1

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

Job Description

Technical Support Agent II

Location

5000 Kansas Avenue Kansas City, KS 66106

Work Model

Hybrid

Department

Information Technology

Make us your BEST Choice!

Reporting to the Customer Support Center Manager, the First Level Support Technician plays a key role as the front line of AWG IT's Help Desk (CSC). The primary responsibilities of this entry-level IT support role include providing excellent customer service and technical solutions to customers, handling reports of IT issues, managing IT ticketing system, ensuring each issue or request reported logged accurately and IT troubleshooting is completed. In addition, the Support Technician will will do IT troubleshooting, printer troubleshooting, access support, as well as other IT support issues that can be resolved in a moderate amount of time. The Customer Support Center is a 24/7 support operation in the AWG IT Department.

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.
• Understand support workflow within the IT Department and the AWG Business.
• Effectively communicates, verbally and in writing, to ensure efficient resolution of incidents.
• 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 AD&D
• Employee Assistance Program
• Short-Term and Long-Term Disability
• Wellness Program