IT Service Desk
Dilawri Overview
Join Canada’s Largest Automotive Group
If you are looking to grow your career with an organization
driven by excellence, integrity, and innovation, Dilawri offers an environment
where people are supported and empowered to succeed.
Founded in 1985, Dilawri is Canada’s largest automotive
group and one of Canada’s Best Managed Companies. Dilawri operates over 80
franchised dealerships, representing more than 35 of the world’s most
respected automotive brands across British Columbia, Alberta, Saskatchewan,
Ontario, Quebec, and Washington, DC.
With a team of more than 4,000 employees, Dilawri fosters a
culture rooted in collaboration, accountability, and continuous learning. Our
values of Excellence, Leading, Teamwork, Integrity, Innovation, and Giving Back
guide how we work, how we lead, and how we serve our customers and communities.
Through the Dilawri Foundation, we
are also committed to making a meaningful impact in the communities we
serve.
Discover how you can build your career with Dilawri
Position Overview
The IT Service Desk Technician supports dealership
and corporate staff across the Dilawri Group of Companies by delivering
first-level technical support and ensuring the reliability, security, and
availability of end‑user technology systems. This role reports to the Regional
IT Team Lead and operates within an inter-company environment, supporting
multiple dealerships and business units.
Based within the Dilawri Group of Companies, the IT Service
Desk Technician plays a key role in maintaining day‑to‑day IT operations,
including user support, system access management, hardware deployment, and
collaboration with internal teams and external vendors. This position
contributes to operational effectiveness by enabling staff with the technology
and tools required to deliver an exceptional customer experience.
The
expected annual salary for this position is $45,000.00.
Primary Duties and Responsibilities
· Respond to IT support requests via phone, email, and ticketing system
Service Desk & End‑User Support
·
Provide first-level technical support for
hardware, software, networking, and peripheral devices
·
Troubleshoot and resolve issues related to
Windows, macOS, Microsoft 365 (Outlook, Word, Excel, etc.), printers, VoIP
phones, and mobile devices
·
Unlock user accounts, reset passwords, and
manage access credentials
·
Escalate complex or unresolved issues to
higher-level support when required
User Account & Access Management
·
Set up, modify, and deactivate user accounts in
Azure Active Directory
·
Support onboarding and offboarding by managing
system access and equipment allocation
·
Configure VPN access for users as required
Hardware & Asset Management
·
Set up and configure workstations, monitors, and
peripheral equipment
·
Image, deploy, repair, replace, and upgrade
desktops and laptops
·
Conduct desk moves and workstation
reconfigurations
·
Maintain accurate inventory records of IT
equipment
·
Track invoices and receipts for IT-related
purchases
· Order consumables such as ink cartridges and supplies as needed
Systems, Software & Security
·
Install, upgrade, and maintain operating
systems, applications, antivirus, and security software
·
Support data backup and recovery processes
·
Assist with firewall and internet security
configurations
·
Work with vendors and internal teams to keep
systems current and operational
Dealership & Communication Systems
·
Support and maintain Dealer Communication
Systems (DCS) in coordination with vendors (e.g., CDK, ADP, Reynolds &
Reynolds)
·
Assist with dealership server and connectivity
support as directed
·
Troubleshoot and support telephone and VoIP
systems in coordination with service providers
·
Maintain and support video security and
surveillance systems
Email, Internet & Domains
·
Set up, test, and maintain domain-based email
accounts
·
Liaise with service providers to ensure email
system reliability
·
Manage domain registrations and plan DNS changes
to avoid service interruption
Training & Continuous Improvement
·
Train staff on the effective use of hardware and
software
·
Keep skills current through industry training,
certifications, and new technology awareness
·
Participate in IT meetings and contribute to
continuous improvement initiatives
General Responsibilities
·
Maintain a professional appearance and
service-oriented approach
·
Follow company policies, procedures, and health
& safety regulations
·
Perform additional tasks as assigned by
management
Qualifications Required
Education
- College
Diploma or University Degree in Information Technology or a related field,
or equivalent practical experience
Skills
- Strong
technical and troubleshooting skills across hardware, software, and
networking
- Excellent
customer service and communication skills (written and verbal)
- Strong
organizational skills with attention to detail
- Ability
to prioritize tasks and manage multiple requests in a fast-paced
environment
- Collaborative
team player with a proactive and positive attitude
- Ability
to take ownership of issues through to resolution while remaining calm
under pressure
Experience
- Minimum
of two (2) years in a technical support or IT service role
- At
least one (1) year providing hands-on deskside support, including
installation and troubleshooting
- Experience
supporting multi-site or dealership environments is considered an asset
Other
- Legally
entitled to work in Canada
About Dilawri
In addition to working with and learning from a team of
leading professionals in the automotive industry, our benefits include:
- Discounted
employee vehicle purchase program
- Job-specific
coaching & training programs
- Comprehensive
health & dental plans
- Employee
wellness & assistance programs
- Employee
social events
Build your career with a team that is driven by
excellence, integrity and innovation.
Discover Dilawri.
