IT Support Analyst

IT Support Team Lead

Westcan Bulk Transport

Location: Edmonton, Alberta

The Kenan Advantage Group Inc., (KAG), is North America’s largest tank truck transporter and logistics provider, delivering energy commodities, specialty products, merchant gases, and food products across the United States, Canada, and Mexico. Our Canadian operating companies are Westcan Bulk Transport, RTL Construction, Les Distributions Carl Beaulac, and Fisher Transport – KAG Canada!

Reporting to the IT Infrastructure Manager, the IT Support Team Lead oversees our IT Support team of three IT Support Analysts and works closely with the IT Infrastructure team. The IT Support team provides front-line support and troubleshooting for desktops, notebooks, phones, software applications, networking, and printing for KAG Canada staff.

This is a working lead position. In addition to supervising the team, the Team Lead takes an active part in day-to-day support, with approximately 50-60% of time spent on hands-on technical work.

Responsibilities:

Team Lead

• Supervise, coach, and support a team of 3 IT Support Analysts, including day-to-day work assignment, scheduling, and coverage planning.
• Take part in hiring, onboarding and training new team members, and in performance reviews.
• Own the service desk queue in Alloy Navigator: triage, prioritization, escalation, and follow-through on aging or stalled tickets.
• Define, track, and report service desk metrics to management, including ticket volume, response and resolution times, backlog, and recurring issues.
• Act as the escalation point for the IT Support team and the main liaison with the IT Infrastructure team.
• Own the knowledge base, making sure articles are written, reviewed, and kept current.
• Coordinate the on-call rotation for the IT Support team.
• Own or oversee user onboarding and offboarding, including accounts, equipment, and access removal.
• Identify and drive process improvements, including standard procedures and documentation.
• Perform all IT Support team duties listed below as needed.

IT Support

• Provide end-user support for desktops and notebooks, phones (mobile and Microsoft Teams phones), software applications, networking, and printing.
• Provide first-line support for users of Citrix virtual desktops and applications.
• Support Microsoft 365, Intune, Entra ID, Citrix, and Active Directory user and group administration, including password resets and MFA support.
• Record and document all issues in the IT service desk (Alloy Navigator) and create knowledge base articles for recurring issues.
• Diagnose and repair desktop and notebook PC hardware.
• Maintain and develop desktop and notebook images and deployments using Endpoint Central and Microsoft Intune, including device enrollment, compliance, and application deployment.
• Maintain the IT asset inventory, ensuring all movements of IT equipment are recorded.
• Maintain, diagnose, and troubleshoot shop diagnostic notebooks used in truck shops and yards.
• Maintain an accurate list of shop diagnostic notebooks, adapters, and software licences for Volvo/Mack Premium Tech Tool, Cummins INSITE, PACCAR DAVIE, and Meritor WABCO Toolbox.
• Handle reported phishing and suspicious activity, and escalate security incidents to the IT Infrastructure team.
• Work with other IT team members to diagnose and document system reliability or performance issues.
• Take part in on-call support, scheduled and shared with other members of the IT team.
• Other duties as required.

Qualifications Required:

• 5+ years of experience in IT support, including at least 1–2 years in a team lead, senior, or supervisory role. Strong senior analysts ready to step into leadership will be considered.
• Diploma or degree in Information Technology or a related field, or equivalent experience.
• Strong troubleshooting skills across Windows desktops and notebooks, Microsoft 365, Intune, Active Directory, networking, and printing.
• Experience working in an IT service management or ticketing system.
• Excellent customer service and communication skills, including the ability to explain technical issues to non-technical staff.
• Strong organization, prioritization, and documentation skills.
• Ability to lift and carry equipment up to approximately 50 lbs.
• Successful completion of a background check.

Qualifications Considered an Asset:

• CompTIA A+, ITIL 4 Foundation, or Microsoft certifications such as MD-102 (Endpoint Administrator).
• Experience with Microsoft Intune, Endpoint Central, Alloy Navigator, or Citrix DaaS.
• Experience in the trucking, transportation, or heavy-equipment industry, including vehicle diagnostic software.

Total Compensation:

• Competitive wages, company matched RRSP/DPSP savings program, bonus opportunity, and scholarships program for employee’s children

We have a strong culture of teamwork, with a balance of seriousness and fun. If you want to contribute to KAG's excellent tradition of innovation and leadership in the logistics and transportation industry, we invite you to apply!

External applicants under consideration will be required to complete a company-paid criminal record check.

We are committed to building and supporting a diverse and inclusive culture where ALL employees and partners feel valued and appreciated for their uniqueness and contributions. We welcome applications from all interested individuals; however, only those candidates selected for an interview will be contacted.