IT Analyst II (Tier 2) - Enterprise IT Support

Litco LSO; Edmond (OK); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

High-performance culture

Learning and development opportunities

Freedom and responsibility

100% company-funded benefits

Unlimited paid vacation

Job summary

Litco LSO seeks a skilled IT Analyst II (Tier 2) to provide advanced technical support across our multi-jurisdiction law-firm network in Canada and the United States. You will own complex incidents and contribute to IT process improvements.

The role requires 5+ years in IT support, strong troubleshooting, and expertise with M365, Entra ID, Intune, and automation. Occasional travel and a collaborative culture are part of the job.

Qualifications

• 5+ years in IT support, ideally Tier 2/escalation in multi-site or professional-services
• Post-secondary IT/CS degree or equivalent experience
• Strong troubleshooting and root-cause analysis across hardware, software, networking, identity, and business apps
• Experience administering Microsoft 365 and Entra ID including permissions, licensing, mailboxes, access management
• Experience with endpoint management, security tools, ITSM platforms, and RMM solutions such as Intune and NinjaOne
• Working knowledge of networking fundamentals, Windows OS, and common workplace tech
• PowerShell or similar to automate tasks
• ITIL practices; ITIL 4 cert is a plus
• Strong written and verbal communication; able to explain technical info to non-technical users
• Sound judgement, organization, attention to detail, prioritization, problem-solving
• Able to work under pressure, adapt to changing priorities, maintain confidentiality
• Collaborative, receptive to feedback, keen to learn
• Microsoft or CompTIA certs are assets
• Able to pass criminal/background check

Responsibilities

• Resolve escalated technical issues across hardware, software, networking, M365, identity, endpoints, and business apps
• Investigate recurring issues, identify root causes, and propose solutions to prevent repeats
• Assess business impact, prioritize incidents, and communicate during outages
• Administer M365, Entra ID, Intune, endpoint management, and related IT systems
• Support security operations by triaging alerts and escalating as needed
• Develop and maintain automation to improve efficiency
• Create and maintain knowledge articles and procedures
• Mentor Tier 1 analysts to improve first-contact resolution
• Support IT projects, system implementations, and asset tracking
• Coordinate with vendors, MSPs, internal owners, and Tier 3 support
• Support Power BI access requests and data routing
• Escalate for project work or major process changes
• <10% travel within Canada and the US
• Perform other duties as assigned

Skills

IT support experience

Tier 2 escalation

Microsoft 365 administration

Entra ID administration

Endpoint management

PowerShell automation

ITIL awareness

strong communication

confidentiality

Education

Post-secondary IT/CS degree or equivalent

Tools

Intune

NinjaOne

RMM tools

Job description

Litco LSO seeks a skilled IT Analyst II (Tier 2) to provide advanced technical support across our multi-jurisdiction law-firm network in Canada and the United States. You will own complex incidents and contribute to IT process improvements.

The role requires 5+ years in IT support, strong troubleshooting, and expertise with M365, Entra ID, Intune, and automation. Occasional travel and a collaborative culture are part of the job.