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IT Support Technician job at Wills Group, Port Republic

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Service Desk Technician

The Wills Group, 102 Centennial St, La Plata, Maryland, United States of America Req #263
Thursday, June 2, 2022
Have you heard? The Wills Group is Great Place to Work Certified™! We’re proud of this achievement and our people who make greatness happen. Want to join a company that puts its people first?

The Wills Group is seeking a Service Desk Technician to join our team! The Service Desk Technician provides first response end user support to on-site and remote corporate users for device hardware and software applications.  The Service Desk Technician is integral in resolving trouble tickets, working directly with end users to assess, troubleshoot, and resolve issues. The Service Desk Technician will work with a diversified I&T group, providing backup support to Service Desk Analyst and on-call rotation for escalated support cases after hours. In this role, the Service Desk Technician will have the opportunity to work with a variety of cloud technologies and to be an integral part of a growing team within a fast-paced environment.  

Why You Should Join Wills Group   

We are a $1.5 billion company headquartered in La Plata, Maryland (an easy 45-minute reverse commute from DC) with 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, our passion areas are in convenience retailing, fuels marketing, and commercial real estate and we pride ourselves on keeping our customers', employees' and communities’ Lives in Motion.  
Our Wills Group employees come to work for more than just a paycheck, but rather they come to learn, make contributions, make an impact, and feel valued as a part of our family-friendly culture.  We have a work-hard, play-hard mentality that makes us a progressive company and we thrive on giving back to our community.  That is what is core to our DNA. 

Benefits and Perks  

Are you interested in flexible working hours, including telework opportunities, free parking, a modern work environment with monthly employee events, collaboration spaces, and café with unlimited soft drinks, coffee, and lattes?   Then the Wills Group is just the place for you. 
And we take pride in investing in our people’s well-being. That’s why we back our words with competitive total rewards packages.  
  • Financial Wellbeing –, employer 401 (k) match (currently at 7%), health savings plan, and financial planning   
  • Physical Wellbeing – comprehensive health, vision, and dental plans that meet the needs of our people  
  • Paid Time Off – Vacation, Sick, Personal, and Community Engagement, Parental Leave for new Dads and Moms   
  • Education and Development Opportunities – 100% Tuition reimbursement to support our people’s education goals   
  • Competitive Salary - competitive pay matched to DC Metro area 

Key accountabilities (How You’ll Make an Impact) 
  • First response for end user workstations, desktops, laptops, tablets, and mobile devices 
  • Manage and follow up on end user incidents to final resolution in a timely manner 
  • Create and maintain end user support SOPs 
  • Remote home office support of laptops, docking stations, monitors, printers, scanners 
  • HQ and Training Center I&T desk equipment setup, maintenance, and relocation 
  • Microsoft Office 365 application support (Outlook, Teams, OneDrive Word Excel PowerPoint, OneNote, SharePoint, Yammer, Power BI, Exchange Online, MFA) \
  • Other business applications support 
  • Troubleshoot conference room audio/video equipment 
  • End user laptop and tablet device setup 
  • Retail site tablet setup and configuration 
  • Smart phone ordering, setup, MFA configuration, and MDM 
  • Printer/copier management including print servers, address books, and print queues 
  • End user onboarding and offboarding 
  • User maintenance (add/delete/change) in AD, Microsoft Office 365, Azure, and business applications such as Dynamics 365 
  • Retail site onboarding and offboarding 
  • Maintain equipment inventory 
  • Handle I&T equipment deliveries and shipments 
  • Work with product managers and key vendors 
  • Provide backup support in absence of Service Desk Analyst  
  • On-call rotation with Service Desk Analyst and Senior Manager of I&T Support Services 

Qualifications and skills (What We’re Looking For) 

  • High school diploma or equivalent required; bachelor’s degree in information technology or related field preferred 
  • Microsoft certification preferred 
  • Qualifications/skills required beyond minimum qualification: 
  • Ability to work effectively in a virtual telework environment  
  • Ability to meet deadlines, work under pressure, and autonomously  
  • Ability to work well in a team environment and foster collaboration  
  • Customer-centric mindset  
  • Exceptional written and verbal communication skills  
  • Active listener, ability to interpret end user problems into technical language.  
  • Ability to learn new technologies quickly 
  • Organized 
  • Strong communication skills 

Required experience (What You Bring to the Table) 
  • 3+ years of experience in a help desk, Information Technology, and/or computer business environment 
  • Specific knowledge of Microsoft server, OS, installing software, hardware, and cloud products, removing software and software upgrades. 

Other key factors (environmental/physical requirements):  
  • Must be able to remain in a stationary position for extended periods 
  • The person in this position needs to frequently move about inside the office to access file cabinets, office machinery, etc.  
  • Constantly positions self to maintain office equipment, including under desks and in server area 
  • Constantly operates a computer and other office productivity machinery such as a copy machine, computer printer, etc.  
  • Occasionally ascends/descends a ladder to service equipment 
  • The person in this position frequently communicates with end users who have inquiries about service tickets and with vendors providing I&T support; must be able to discern details and to exchange accurate information in these situations 
  • Must be able to inspect computers and other office equipment to assess service needs 
  • Frequently moves and transports computers and other office equipment weighing up to 50 pounds 


Wills Group is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin. 

Wills Group strives to maintain a COVID-free workplace. To that end, being fully vaccinated is a condition of employment for all new Wills Group employees. Documentation of the first dose will be required prior to employee’s first day of work, with the second dose being obtained within 30 days. Additionally, booster doses are required by March 1, 2022, for those eligible to receive them. Wills Group makes reasonable accommodations for qualified applicants with disabilities, sincerely held religious beliefs, or other conditions protected by applicable law.

Other details

  • Job Family Information & Technology
  • Pay Type Salary
  • Min Hiring Rate $59,700.00
  • Max Hiring Rate $69,600.00
  • Telecommute % 25

Job country: United States

City: Port Republic


Location: Port Republic, MD, United States

Job posted 2022-06-04

This job is expired

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