The Wills Group

  • IT Help Desk Analyst

    Job Locations US-MD-La Plata
    Job Post Information* : Posted Date 2 months ago(8/6/2019 4:16 PM)
    # of Openings
    Job Family
    Information Technology
  • Overview

    Headquartered in La Plata, Maryland, The Wills Group has nearly 300 retail locations across the Mid-Atlantic region, including Dash In, Splash In ECO Car Wash, and SMO Motor Fuels. A family-owned company since 1926 with expertise in convenience retailing, fuels marketing, and commercial real estate, The Wills Group prides itself on keeping customers', employees' and communities’ Lives in Motion. For more information about The Wills Group, visit


    This position provides technical support and services to The Wills Group and all other business units by responding to requests for assistance from users, franchisees and customersPrimarily responsible for managing the service desk queues and insuring that we are meeting SLAs and providing an exception customer experience. Troubleshoots hardware, software, network problems, manages MSPs and vendors, and works with outside vendors to resolve issues internally and at retail sites and dealer network. Provides training for employees with new hardware, software, and other devices such as smartphonesManages user IT assets by keeping inventory of equipment and installing, upgrading and replacing equipment for the company. 


    This position will manage the service desk through our managed service providers and manage all escalations for all corporate users and retail sites. They will also be responsible for the proper onboarding of new employee, offboarding terminated users, end user training, and IT related communications out to the organization.   


    Monitor and process help desk requests received from all locations. Assist users with any problems encountered with hardware and software. Coordinate with vendors on the resolution of advanced issues as neededCommunicates status of help desk tickets on a constant basis to supervisor and business users. 


    Maintain documentation of all tasks performed and update documentation as required.   


    1. Support Services Management  

    • Manage tickets through MSPs and internal escalations 
    • Dispatch contractors 
    • Ensure SLAs are being met and provide daily reports on missed SLAs 
    • Provide SOPs for troubleshooting and remediation on all issues 
    • Report monthly service desk KPIs 
    • Provide support for all corporate IT assets 

    2. System Installations 

    • Install computer systems, cabling, monitors, and stands
    • Mount hardware on and under desks
    • Lift and move devices weighing 30+ lbs
    • Travel to retails sites – load and unload equipment

    3. Timely Support 

    • Respond to requests for technical assistance from users 
    • Physically respond to locations for repair and/or replacement of IT equipment 
    • Provide equipment and orientation for new users 
    • Provide exceptional customer experience 


    4. Documentation 

    • Ensure documentation of tasks is current and posted 
    • Create KB articles and Standard Operating Procedures for MSPs 
    • Provide onboarding resources for new users 
    • Create training material 


    5. Hardware and Software Support 

    • Performs software and hardware updates as required for all supported equipment including but not limited to: 
    • Point of Sale 
    • Laptops 
    • Desktops 
    • Tablets 
    • Smart Phones 
    • Printers/Scanner/Fax 


    6. Manage vendor relationships 


    7. Other duties as assigned by the I&T Manager appropriate for the technical level of the position. 

    Required Qualifications

    • Associate degree or higher in Information Technology (preferred). 
    • 3years experience with Information Technology and specifically with Microsoft server, OS, software, hardware, and cloud products. 
    • Help desk or customer service experience strongly preferred. 


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