The Wills Group

  • Help Desk Analyst

    Job Locations US-MD-La Plata
    Job ID
    # of Openings
  • Overview

    Work at the Wills Group - Join Us and Move Your Career Forward!

    Our commitment to our customers is central to everything we do.

    We know that we can only deliver on that expectation if we are equally committed to meeting the needs of everyone who works here. That’s why The Wills Group features benefits such as paid leave for new mothers and fathers, a 100% tuition reimbursement program, and continuous professional development and technical training for all of our team members.


    The Information Technology (IT) Department is currently seeking a Help Desk Analyst. The incumbent will provide technical support and services to The Wills Group and all other business units by responding to requests for assistance from users, franchisees and customers.  The Help Desk Analyst will primarily be responsible for managing the queues for help desk calls, both online and via telephone.  He or she will troubleshoots hardware, software, network problems and manages any issues that need to be escalated to outside vendors or employees to resolve.  This person will help with training for employees on new software and hardware.   They will manage user IT assets by keeping inventory of equipment and installing, upgrading and replacing equipment for the company and acts as a backup for convenience stores as necessary.  They will proactively monitor IT infrastructure to resolve issues for users quickly. They will interface with outside vendors to resolve issues for The Wills Group and as a backup for the convenience store and dealer network.  He or she will also act as a backup to the Network Operations Manager when not available to ensure backups are complete.



    1. Help Desk Ticket Management

    • Managers Help Desk Software and queues. Responsible for the completion of each ticket.
    • Ensure all corporate locations have functional computer equipment that is patched and secured.

    2. Timely Support

    • Monitor and maintain the network monitoring platform. Advise appropriate personnel of any problems detected on platform.
    • Respond to requests for technical assistance from users.
    • Check servers to ensure all services are running.
    • Physically respond to locations for repair and/or replacement of computer equipment.

    3. Documentation

    •  Ensure documentation of tasks is current and posted.

    4. Hardware and Software Support

    • Maintain all company owned desktop, laptops, tablets and mobile devices.
    • Maintain all company owned printers and copiers and manage the vendor relationship.

    5. Retail Support


    6. Other duties as assigned by the Director appropriate fo rthe technical level of the position

    Required Qualifications

    Education and Experience


    • Associate degree (or higher) in Computer Science or MIS from an accredited U.S. university or 5 years of increasingly progressive technical responsibility. 
    • Help desk experience strongly preferred.
    • 3+ years experience with Microsoft Servers, PC Operating Systems, Tablets, Mobile Devices, Networking, Exchange Server, Windows Terminal Server, VMWare, Anti-Virus, Backup Software, Office and Help Desk Software.





    Number of Users:                  300                 

    Number of Corporate Sites:    8

    Number of Devices:               500+



    Number of Stores                  300

    Number of Devices                2,500+




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