IT Technical Support Agent - Level 1

Associated Wholesale Grocers • Kansas City, KS

4d • Hybrid

About The Position

The First Level Support Technician is an entry-level IT support role serving as the front line of AWG IT's Help Desk, also known as the Customer Support Center (CSC). Reporting to the Customer Support Center Manager, the role provides customer service and technical solutions, handles reports of IT issues, manages the IT ticketing system, accurately logs issues and requests, and completes troubleshooting. Support areas include IT troubleshooting, printer troubleshooting, access support, and other 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.

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. AWG’s consolidated sales in 2025 exceeded $12.2 billion. The company also operates subsidiary companies providing real estate and supermarket development services, as well as pharmaceutical products.

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.
• A combination of college degree progress or IT work experience.
• Self-motivated, proactive, and highly organized while keeping pace with the rapidly evolving IT landscape.
• Strong analytical and problem-solving skills.

Nice To Haves

• Base-level technical certifications.
• 1–2 years of customer service experience.
• ITIL knowledge or understanding.
• ServiceNow experience.

Responsibilities

• Provide excellent customer service to customers who contact the AWG Customer Support Center.
• Provide documented, standard troubleshooting and resolutions to customers.
• Log IT system support incidents and requests using AWG's ServiceNow ticketing system.
• Manage and regularly update incidents and requests to 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 incident resolution.
• Collaborate with customers, business partners, and teammates to understand reported issues and provide solutions that minimize business disruption.
• Communicate priorities to the technology organization to drive effective business solutions.
• Provide verbal and written issue identification and status updates to customers and leadership.
• Troubleshoot IT, printer, access, and other support issues that can be resolved in a moderate amount of time.

Benefits

• Medical, dental, and 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 and supplemental life and AD&D insurance
• Employee Assistance Program
• Short-term and long-term disability
• Wellness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed