IT Service Desk
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Dilawri Auto Group of Companies is looking to fill the role of IT
Service Desk for their Regional Team.
Reporting to the Regional IT Team Lead, the position is primarily responsible for providing hardware and software support to end users via email, in person, phone or remote. A minimum of 1 years’ experience is required. Respond to Support Requests from staff via phone, E-mail, or Ticketing System
Tasks Related to Helpdesk:
·
Provide first-level technical support
for hardware, software and network-related system
·
Setup user accounts in Azure AD
·
Log and monitor support tickets and
escalating issues when necessary
·
Unlock user accounts and resetting
passwords for users
·
Maintain careful and accurate inventory
lists of all IT equipment
- Set up
workstations, monitors and other hardware peripherals for users
·
Conduct desk moves for staff when
required
·
Set up VPN for users
·
Submit hardware and software requests to
management
·
Provide end-user hardware support for
Windows, Mac, Desktops, Laptops, printers, VoIP phones, smartphones etc.
·
Contact third parties as needed to
resolve issues
- Provide
on-boarding and off-boarding changes to user access for new and departing
users
- Troubleshooting
and repairing Windows applications such as Outlook, Word, Excel, O365,
etc.
·
Image and deploy workstations for
dealerships
·
Repair, replace and upgrade Laptops and
Desktops parts
·
Maintain an accurate record of invoices
and receipts related to IT purchases
· Order ink cartridges and supplies as and when required
Software Systems
·
Select, propose, install, upgrade,
configure support, back up, and recover lost data for all
systems through the dealer group
·
Work with department managers, dealership
staff and software vendors to keep all systems current and operational at all
times
· Install, upgrade and maintain all security software such as antivirus and network firewalls
Dealer Communication Systems (DCS):
·
Support and maintain the DCS systems of
all dealers in coordination with DMS vendors; CDK, ADP, Reynolds & Reynolds
·
Work with Regional Management on any
major changes to any DCS
· Work with IT Department to keep all servers and lines operational (secondary duty)
Telephone Network Systems:
·
Troubleshoot and support telephone
network systems
· Work with all telephone companies on installation, repair, maintenance and billing as required
Video Security:
·
Maintain and support all video security
and surveillance systems whether video or PC based
· Work with all department managers as required
New Technology
· Keep up to date on all new technology as it applies to our operations (Trade Shows, Industry Conferences, etc.)
Training
·
Train staff on usage of hardware and
software as required
· Keep up to date with accreditations and industry training requirements
Email:
·
Set up, test and maintain all
domain-based email addresses for all dealerships, departments and staff members
that require an email addresses
· Work with service providers to ensure all email servers are operational at all times
Domain Name Server (DNS):
·
Plan any server changes to ensure that
no interruption to service is experienced
· Secure purchase and maintain all domain names
Security:
·
Set-up employee usage software and
firewalls to contain unwanted or fraudulent Internet usage
·
Install and update any required antivirus
software/hardware to protect all systems
E-commerce
·
Support department managers in all Business-to-Business
(B2B) and Business-to-Customer (B2C) communications through internal chat or
email
·
Attend IT meetings, as required
·
Maintain professional appearance at all
times
·
Perform other tasks, based on Management
requirements and instructions
General Accountabilities
·
Follow established company policies and procedures
·
Provide professional customer service
and employee support
·
Maintain composure and work effectively
in a fast-paced environment
·
Follow Health & Safety Program and observe
provincial Occupational Health & Safety regulations
·
Participate in meetings and all
training, as required
Education
· University Degree or College Diploma in IT field, or equivalent experience
Skills
·
Strong technical skill
·
Strong troubleshooting skill
·
Strong communications skills
·
Creativity and problem-solving
·
Ability to work in a team environment to
achieve common goals
·
Effective written and oral communication
skills
·
Ability to take ownership of problems
with a positive attitude and bring them to completion
·
Ability to remain calm and focused under
all circumstances to deliver exceptional service to customers
·
Organizational ability and attention to
detail
Experience
·
Minimum two (2) years in a technical
service role
·
One (1) year experience deskside support
service; installing and troubleshooting
Dealership experience preferred
Required
License(s) and/or Certifications(s)
Industry
related training and certification as required
Advantages
of the Dilawri Lifestyle
- First hand
mentoring from auto industry leaders
- Innovative,
exciting work environment
- Employee
discounts on vehicle purchases and leases
- Employee
discounts on service and parts
- Career growth
opportunities
- Competitive
compensation
- Generous
benefit package
- Exclusive
Dilawri offers
- A true Family culture
Dilawri Group of Companies is not only a leader in the automotive industry, it is also a leader in the communities it serves, having established The Dilawri Foundation in 2002. The Dilawri Foundation has contributed tens of millions of dollars throughout Canada supporting a variety of charitable causes.
Go to our website to see more about our company and the many reasons why you will want to work for us!
We do thank all applicants in advance, but only those selected for an interview will be contacted. Thank you for your interest.
