Associated Wholesale Grocers

External Title: Technical Support Agent II

Department: IT - Customer Service Center

Reporting to the Customer Support Center Manager, the First Level Support Technician plays a key role as the front line of AWG IT's Help Desk (CSC). The primary responsibilities of this entry-level IT support role include providing excellent customer service and technical solutions to customers, handling reports of IT issues, managing IT ticketing system, ensuring each issue or request reported logged accurately and IT troubleshooting is completed. In addition, Tech Sr will do IT troubleshooting, printer troubleshooting, access support, as well as other IT support 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.

Responsibilities:

Customer Service (60%)

• 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.

Deliver Solutions, Support & Availability Service (40%)

• Collaborate with customers, business partners, and teammates to understand reported issues and provide solutions and outcomes to minimize business disruption.
• Understand support workflow within the IT Department and the AWG Business.
• Effectively communicates, verbally and in writing, to ensure efficient resolution of incidents.
• 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.

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 2024 exceeded $12.0 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.

Benefits:

• 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
• Yearly Holiday Bonus
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