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.