IT Analyst (Tier 2)

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

Who We Are

Litco LSO is a Legal Support Organization (LSO) that unites independent law firms by sharing services and business practices across a network of partners. As a first-of-its-kind LSO for North America, we provide the financial, IT, and HR infrastructure that lets our partner firms focus on what they do best: serving their clients.

By joining Litco LSO, you will be part of an incredible team of passionate, purpose-driven people who believe in excellence and focus on doing their best work every day. Our core values guide everything we do and are reflected in how we interact with our partner firms, their clients, our team members, and our community.

Who You Are

• Have 5+ years of experience in IT support, ideally with Tier 2 or escalation responsibilities in a multi-site or professional-services environment
• Have post-secondary education in Information Technology, Computer Science, or a related field, or equivalent practical experience
• Have strong troubleshooting and root-cause analysis skills across hardware, software, networking, identity, and business applications
• Have experience administering Microsoft 365 and Entra ID, including user permissions, licensing, mailboxes, and access management
• Have experience with endpoint management, security tools, IT service management platforms, and RMM solutions such as Intune and NinjaOne
• Have working knowledge of networking fundamentals, Windows operating systems, and common workplace technologies and applications
• Have experience with PowerShell or similar tools to automate administrative tasks and improve efficiency
• Understand ITIL practices and ticket management processes; ITIL 4 certification is considered an asset
• Have strong written and verbal communication skills, with the ability to explain technical information to non-technical users
• Demonstrate sound judgement, strong organization, attention to detail, prioritization, and problem-solving skills
• Can work effectively under pressure, adapt to changing priorities, and maintain strict confidentiality
• Are collaborative, receptive to feedback, and motivated to learn and improve
• Microsoft or CompTIA certifications are considered an asset
• Are able to successfully pass a criminal and background record check

How You'll Make a Difference

Reporting to the IT Manager, the IT Analyst II (Tier 2) provides advanced technical support to employees across Litco LSO’s multi-jurisdiction law firms in Canada and the United States. This role takes ownership of complex incidents and service requests that require technical analysis beyond Tier 1 support, while helping strengthen IT processes, documentation, and service delivery.

• Resolve escalated technical issues across hardware, software, networking, Microsoft 365, identity, endpoints, and business applications
• Investigate recurring issues, identify root causes, and recommend solutions to prevent repeat incidents
• Assess business impact, prioritize incidents, and provide clear communication during outages and major incidents
• Administer Microsoft 365, Entra ID, Intune, endpoint management, access permissions, and related IT systems
• Support security operations by triaging alerts, completing remediation within scope, and escalating security concerns when required
• Develop and maintain automation and scripts to improve efficiency and reduce manual work
• Create and maintain knowledge articles, procedures, and technical documentation
• Mentor and support Tier 1 analysts by providing guidance and identifying opportunities to improve first-contact resolution
• Support IT projects, system implementations, firm integrations, hardware lifecycle management, and asset tracking
• Coordinate with vendors, Managed Service Providers, internal system owners, and Tier 3 support to resolve complex issues
• Support reporting and Power BI access-related requests, routing data-content issues to the appropriate team
• Escalate issues requiring project work, application development, significant process changes, or management decisions
• <10% travel within Canada and the United States.
• Perform other duties as assigned

What We Offer

At Litco LSO, we know that a caring team is a team that is cared for. Just a few of the perks of joining our team include…

• High-performance culture – You can be a dreamer, and you're not the only one. Thrive in our A-player community of high-achieving visionaries with a passion for finding ways to make a positive impact.
• Learning and development opportunities – We will support and invest in your evolution and improvement because we believe that exceptional people crave the opportunity to grow.
• Freedom and responsibility – We have a culture of freedom and responsibility, which means hiring talented people and then getting out of their way. We believe in trust and transparency, flexibility, recognition, and appreciation.
• 100% company-funded benefits – The well-being of our team members always comes first. Dental, vision, employee assistance, health spending account, you name it, we cover it.
• Flexibility – Yes, the rumours are true! We offer unlimited paid vacation.

We Are Growing Fast. Join Us.