IT Technical Support Agent – Level 1

Associated Wholesale Grocers

. Provide front-line first-level IT help desk support for AWG's Customer Support Center .

Posted 10/19/2026full-timeKansas City • Kansas • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service and troubleshooting capabilities while effectively managing IT incidents and requests in a fast-paced, 24/7 support environment. Proficient in utilizing tools like ServiceNow and Google Application Suite to enhance operational efficiency and communication.

Highest-signal resume keywords

Customer Service SkillsServiceNow ExperienceITIL KnowledgeTroubleshooting SkillsDocumentation Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingIncident ManagementDocumentationAnalytical SkillsDeductive Reasoning

Soft Skills

Professional AttitudeSelf-MotivatedProactiveHighly OrganizedCommunication Skills

Tools & Technologies

ServiceNowGoogle Application SuiteMS Office

Certifications & Qualifications

Base Level Technical Certifications

Industry Keywords

Customer Support Center24/7 Support OperationITIL

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide front-line first-level IT help desk support for AWG's Customer Support Center
Provide customer service and documented troubleshooting and resolution
Log IT incidents and requests accurately in ServiceNow
Manage and regularly update incidents and requests to track resolution and provide timely customer feedback
Perform IT, printer, access, and other troubleshooting resolvable in a moderate amount of time
Collaborate with customers, business partners, and teammates to understand issues and provide solutions
Communicate priorities to the technology organization to drive effective business solutions
Maintain verbal and written issue identification and status updates for customers and leadership
Support a 24/7 Customer Support Center operation

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, and 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
Strong analytical and problem-solving skills
ServiceNow experience a plus
Ability to work in a 24/7 support operation

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
Hybrid work model