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The Bilingual IT Service Specialist, will work with a team in the Technical Helpdesk to provide first-level technical support for Carquest Stores, Corporate and Distribution Center team members. Exploris and Weblink end users, applications and infrastructure; and perform technical support to keep all systems performing with minimum down time. The IT Service Specialist will work with internal and external customers to gather and verify information to accurately diagnose IT issues and troubleshoot to complete resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Under general supervision, troubleshoot IT issues (identify probable cause with hard facts and data, investigate resolution, determine root cause, and demonstrate success of solution), by following instructions, learning from senior Analysts and Developers, and collaborating with other support teams.
- Escalate more complex problems to next level.
- Utilize software release documentation, knowledge bases, and FAQs to aid in problem resolution.
- Respond with urgency to system failure situations and provide collaborative solutions to other analysts, developers, engineers, and support teams.
- Clearly document problem resolution thoroughly in support tools for future reference and team member training.
QUALIFICATIONS
- Bilingual English/French
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Experience using Microsoft Office Professional Series (Excel, Word, Access, PowerPoint and Outlook)
- Experience using incident management systems (such as Service Now), for incident, problem, and change management processes
- Previous experience in Exploris /Weblink and Basic understanding of retail operational procedures preferred
- Ability to troubleshoot IT issues as well as hardware issues for the equipment in the stores Understanding of accounts receivable and inventory management preferred but not required
- Ability to integrate with a team, yet work independently to resolve technical problems
- Experience handling multiple assignments and using prioritization skills in high-demand situations
- Ability to communicate effectively with business users, technical staff and team members to reach solutions collaboratively, including the ability to present information and respond to questions from developers, engineers and customers
- Ability to respond to off-hour emergencies and perform evening, weekend, and holiday work as necessary
- Ability to work on weekends one weekend a month as well as on call during the evenings every other month.
EDUCATION and/or EXPERIENCE
1-3 years’ experience; or equivalent combination of education and experience
CERTIFICATES, LICENSES, REGISTRATIONS
ITIL certifications preferred
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; sit; talk or hear; walk; use hands to finger, handle, or feel; reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Weekend and shift work will be required. Work Environment consists of normal office conditions. The noise level in the work environment is usually quiet.
Compensation Range: The range of expected compensation for this role is between 54,600.00 CAD and 69,600.00 CAD salary for a new team member. The rate offered to a successful candidate depends on multiple factors, including geographic location, experience in retail, automotive knowledge, education, leadership roles, and other skillsets ideal for this position and shift differential (if applicable).
Benefits: Advance Auto Parts offers a comprehensive health and wellness benefits program to improve the way of life for our Team Members and those who mean the most to them: their families. Please review some of our benefit highlights!
Opportunity to work for one of the largest after-market auto parts provider in North America
Visibility to career growth opportunities across the entire Advance Auto Parts organization
Unlock earning potential with monthly or annual performance bonuses—eligibility varies by role.
Access to a robust online training system for personal or leadership development
A rewarding organizational culture through our team member recognition program
Group health, dental, disability and life insurance coverage
Employee discounts
Financial benefits including group RRSP with employer contribution and discounted stock purchase plans for all permanent team members
Skills Required
- Experience using Microsoft Office Professional, including Excel, Word, Access, PowerPoint, and Outlook
- Experience using incident management systems such as ServiceNow for incident, problem, and change management
- Ability to troubleshoot IT and hardware issues for store equipment
- Ability to work independently and collaboratively as part of a team
- Experience handling multiple assignments and prioritizing work in high-demand situations
- Ability to communicate effectively with business users, technical staff, developers, engineers, and customers
- Ability to work evenings, weekends, holidays, and respond to off-hour emergencies
- Ability to work one weekend per month and provide evening on-call coverage every other month
- One to three years of experience or equivalent combination of education and experience
- Previous experience with Exploris and Weblink
- Basic understanding of retail operational procedures
- Understanding of accounts receivable and inventory management
- ITIL certification
- Bilingual English and French language skills
Advance Auto Parts Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Advance Auto Parts and has not been reviewed or approved by Advance Auto Parts.
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Retirement Support — Benefits are described as including a 401(k) plan with company matching, which is repeatedly positioned as a notable strength. Retirement tools like HSAs/FSAs and related financial protections (life and disability coverage) further reinforce the sense of baseline financial support.
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Healthcare Strength — Health coverage is presented as broad, including medical, prescription, dental, and vision options, with additional supplemental medical plans. Eligibility beginning shortly after hire for full-time roles is framed as a practical advantage for accessing coverage earlier in tenure.
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Leave & Time Off Breadth — Paid time off is described as accruing and increasing with tenure, and parental leave is included among the offerings. Flexible PTO for longer-tenured employees is positioned as an added offset for a subset of roles.
Advance Auto Parts Insights
What We Do
Advance Auto Parts, Inc. is a leading automotive aftermarket parts provider that serves both professional installer and do-it-yourself customers. As of January 3, 2026, Advance operated 4,305 stores primarily within the United States, with additional locations in Canada, Puerto Rico and the U.S. Virgin Islands. The Company also served 809 independently owned Carquest branded stores across these locations in addition to Mexico and various Caribbean islands. Additional information about Advance, including employment opportunities, customer services, and online shopping for parts, accessories and other offerings can be found at www.AdvanceAutoParts.com.
