IT Analyst (Tier 2) at Litco LSO in Edmond, Oklahoma

Responsibilities

• 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

Requirements

• 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

Skills

Preferred

• ITIL 4 certification
• Microsoft or CompTIA certifications

Benefits

• 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.
• 80,000 to 95,000