Senior IT Support Analyst

Job Description

Join Our Team at Litera: Where Legal Technology Meets Excellence 

Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work. 

Overview: As a Senior IT Support Analyst at Litera, you will be part of a dynamic team that is passionate about driving innovation in the legal technology space. You will have the opportunity to work with cutting-edge tools and collaborate with industry experts to deliver solutions that make a real difference in the legal profession. 

Key Responsibilities: 

• Provide support to end users on various services and tools as they relate to their day-to-day work.  

• Tier 1, Tier 2, and Tier 3 service-related responsibilities  

• Required to work on site 1-2 days per week to address on-site technical work and ensure smooth operation of IT systems 

• Monitor the ticketing system 

• New user setup of hardware, software, operating systems, account management and setting up corporate environments  

• End-user hardware/software support including printer maintenance/repair and troubleshooting and configuration of mobile devices  

• Provide remote support to users located in other offices/locations 

• Asset management of inventory and all IT related equipment  

Qualifications: 

• 5+ years’ experience supporting Windows 11, MacOS, Active Directory/Entra ID and Microsoft 365 

• Good customer service/support skills and an understanding of what it takes to provide good technical support to both local and remote users  

• Ability to calmly and rationally assess competing priorities while under pressure from end-users  

• Ability to quickly acquire an understanding of a technical issue and identify practical resolution options, weighing each option’s upsides and downsides  

• Previous experience with problem solving in a troubleshooting environment  

• Understanding of Apple iOS, JAMF, Windows Server 2016-2025, Microsoft 365 administration, Azure and AWS 

• Bachelor's Degree with Computer Science or related field  

Why Join Litera? 

• The company culture