IT Technical Support Agent - Level 1

Responsibilities

• Provides excellent customer service to all customers who contact AWG CSC.
• 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

• 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.

Qualifications

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 .

Skills

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

Pay

TBD

Schedule

Hybrid