IT Technical Support Agent – Level 1

Associated Wholesale Grocers

First Level Support Technician providing customer service and technical solutions at AWG's Help Desk. Collaborating with customers and logging IT incidents while ensuring efficient resolutions.

Posted 7/14/2026full-timeKansas City • Kansas • 🇺🇸 United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills and effective communication abilities while managing IT support incidents using ServiceNow. Possesses a solid understanding of troubleshooting procedures and a proactive approach to problem-solving in a fast-paced IT environment.

Highest-signal resume keywords

Customer Service SkillsServiceNow ExperienceTroubleshooting SkillsDocumentation SkillsITIL Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting ProceduresAnalytical SkillsProblem-Solving SkillsTechnical Skills DevelopmentPC Skills

Soft Skills

Professional AttitudePositive AttitudeSelf-MotivatedHighly OrganizedEffective Communication

Tools & Technologies

ServiceNowGoogle Application SuiteMS Office

Certifications & Qualifications

Base Level Technical Certifications

Industry Keywords

IT SupportCustomer Support CenterIncident ManagementITIL

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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.
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

What you’ll need

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
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.

Benefits

Comp & perks

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