IT Analyst (Tier 2)

We need to output HTML fragment with sections: About the role? The posting includes "Who We Are", "Who You Are", "How You'll Make a Difference", "What We Offer". According to rules: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to map content to appropriate headings. The posting doesn't have explicit headings like "Responsibilities" etc. We need to create sections based on content: maybe "About the role" (description of role), "Requirements" (qualifications), "Responsibilities" (How you'll make a difference), "Benefits" (What we offer). Also maybe "Skills". But we should only include sections when posting has real specific content. Avoid filler. We have: - Who We Are: description of company. Could be "About the role"? Actually "Who We Are" is about company, not role. Could be omitted? The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings? It says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Likely they expect those standard headings. We should map content accordingly. We have company description: could go under "About the role"? Not exactly. Maybe we can omit "Who We Are" as it's not required? But we must preserve ALL substantive information. So we need to include it somewhere. Could put under a heading like "About the company" but not in list. However instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't say we cannot use other headings, but suggests those are typical. Safer to use those headings only. Could we put company description under "About the role"? Might be acceptable as it's about the role context. Or we could create a section "About the company" but that deviates. I'd try to fit within allowed headings: "About the role" could include both role and company overview. Then "Requirements" for qualifications. "Responsibilities" for How you'll make a difference. "Benefits" for What we offer. Also maybe "Skills" could be extracted from Who You Are (skills). But we already have Requirements covering qualifications and skills. Could split: Requirements (education, experience) and Skills (technical skills). But we need to avoid thin sections. Might combine. We must not repeat job title as heading. No Job ID. We must remove boilerplate: cookie/navigation/legal/EEO etc. Not present. We must not include sections with filler like "commensurate with experience". Not present. We need to preserve all substantive information. Let's extract content: 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 (requirements/qualifications/skills): - 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 (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 - headings and

• for lists,

  for prose. We need to decide which content is prose vs list. For "About the role": we have company description (multiple sentences). Could be

  paragraphs. For "Requirements": list of qualifications (bulleted). Use

  • . For "Responsibilities": list of duties. Use
    • . For "Benefits": list of perks. Use
      • . We also have some prose like "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…" That could be a

        before the list. Similarly, maybe we need a short intro paragraph for responsibilities: "Reporting to the IT Manager, the IT Analyst II (Tier 2) provides advanced technical support..." That could be a

        before list. We must not repeat job title as heading. No headings for Job ID. We must not include sections with filler. All sections have content. We need to output only HTML fragment, no /, no markdown. Let's craft:

        About the role

        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.

        Requirements

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

        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