IT Analyst; Tier 2

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.

• 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 , 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 Ninja One
• Have working knowledge of networking fundamentals, Windows operating systems, and common workplace technologies and applications
• Have experience with Power Shell 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

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 , 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