Technical Support Analyst

Stratus Team LLC • Spokane Valley, WA

33d • Hybrid

About The Position

The West Coast Regional Technical Support Analyst delivers customer-first IT support services across Stratus offices nationally, with specific onsite accountability within the West Coast region. The role provides remote and onsite technical support to employees in Architecture, Engineering, and Construction (AEC) environments, helping ensure reliable operation of end-user technologies, collaboration tools, and business-critical systems. It serves as a liaison between local business units, field employees, corporate IT teams, and third-party vendors to support consistent service delivery, issue resolution, and user satisfaction. The position calls for strong communication, responsiveness, technical troubleshooting, and professionalism in fast-paced operational environments.

The base location is in Washington (Bellingham, Spokane, or Vancouver) or Concord, California. Regular regional travel is required: Oregon, California, and Colorado once per quarter, and each Washington location once per quarter. Travel to additional locations added to the region is to be determined.

Stratus is an integrated engineering, architecture, interior design, and consulting firm serving public- and private-sector clients nationwide. Its work spans Civic, Commercial, Industrial, Transportation, Education, Water Resources, and Government sectors.

Requirements

• 3–7 years of experience in IT Service Desk, Desktop Support, or End User Support roles.
• Experience supporting distributed office environments and remote users.
• Strong troubleshooting skills across Windows environments, Microsoft 365, Teams, printers, conferencing systems, and networking fundamentals.
• Experience working within SLA-driven IT support environments.
• Excellent customer service, communication, and organizational skills.
• Ability to prioritize multiple requests and maintain professionalism in fast-paced environments.
• Willingness and ability to travel regularly throughout the assigned region.

Nice To Haves

• Experience supporting Architecture, Engineering, or Construction (AEC) organizations.
• Familiarity with Autodesk products, Revit, Civil 3D, BIM workflows, or large file collaboration environments.
• Experience supporting acquisitions, office integrations, or multi-office organizations.
• Exposure to Intune, Azure AD, VPN technologies, VDI, or endpoint management platforms.

Responsibilities

• Provide Tier 1 and Tier 2 onsite and remote IT support for offices and field users.
• Troubleshoot hardware, software, networking, printing, conferencing, mobile device, and access-related issues.
• Support Microsoft 365, Teams, VPN, identity management, and cloud-based collaboration tools.
• Deliver responsive, customer-first support focused on resolving user issues.
• Maintain accurate ticket documentation and manage requests through the IT Service Management platform.
• Meet established SLA response and resolution targets for incidents and service requests.
• Prioritize and escalate critical business-impacting issues appropriately.
• Support after-hours or urgent operational issues when required for critical business operations.
• Assist with onboarding and offboarding, workstation deployments, and office technology setup.
• Coordinate with centralized IT teams to maintain consistent support standards and processes.
• Collaborate with business units, acquired companies, and corporate departments to support operational needs.
• Partner with engineering and design teams using Autodesk products, BIM workflows, Revit, Civil 3D, and related AEC technologies.
• Assist with local office technology planning, conference room support, and office infrastructure coordination.
• Support technology integration activities related to acquisitions and office expansions.
• Support rapidly growing offices and recently integrated business units across the Central Region.
• Assist with standardizing office technologies, collaboration tools, and end-user support experiences.
• Partner with operational leadership to align technology support with project delivery and client expectations.
• Travel regularly throughout the assigned region, including quarterly visits as specified in the posting.

Benefits

• Learning and development opportunities, including education and professional licensing.
• Flexible, hybrid work.
• Medical, dental, and vision insurance.
• Company-paid life insurance, short-term disability, and long-term disability.
• Voluntary life insurance options for employees, spouses, and dependents.
• 401(k) retirement plan with employer match.
• Paid holidays and competitive PTO plans.
• Team-oriented environment valuing transparency, creativity, and shared success.
• Career paths, leadership opportunities, and opportunities to specialize.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed