IT Technical Support Agent - Level 1

AWG Enterprises•Kansas City, KS

3d•Hybrid

About The Position

The First Level Support Technician is an entry-level, front-line member of AWG IT’s Help Desk, also known as the Customer Support Center (CSC). Reporting to the Customer Support Center Manager, this role provides customer service and technical solutions, handles reports of IT issues, manages the IT ticketing system, accurately logs requests and incidents, and completes troubleshooting. Support may include IT issues, printer troubleshooting, and access support that can be resolved in a moderate amount of time. The Customer Support Center operates 24/7 within the AWG IT Department. The position is hybrid and based at 5000 Kansas Avenue, Kansas City, Kansas. Associated Wholesale Grocers is a cooperative food wholesaler serving member companies and supermarket locations across 33 states.

Requirements

PC skills and 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, and top-down logic skills.
Strong desire to learn and develop technical skills.
Combination of progress toward a college degree or IT work experience.
Self-motivated, proactive, and highly organized while keeping pace with a rapidly evolving IT landscape.
Strong analytical and problem-solving skills.

Nice To Haves

Base-level technical certifications.
One to two years of customer service experience.
ITIL knowledge or understanding.
ServiceNow experience.

Responsibilities

Provide excellent customer service to customers contacting the AWG Customer Support Center.
Follow documented and standard troubleshooting and resolution procedures.
Log IT support incidents and requests accurately in AWG’s ServiceNow ticketing system.
Manage and regularly update incidents and requests, track resolution, and provide timely customer feedback.
Understand support workflows within the IT Department and AWG business.
Communicate verbally and in writing to support efficient issue resolution.
Collaborate with customers, business partners, and teammates to understand reported issues and minimize business disruption.
Communicate priorities to the technology organization to support effective business solutions.
Provide verbal and written issue identification and status updates to customers and leadership.
Troubleshoot IT, printer, and access issues, along with other support issues resolvable in a moderate amount of time.