Technical Support Analyst - Central Region

Stratus Team•Houston, TX

12d•Hybrid

About The Position

The Central Regional Technical Support Analyst is responsible for delivering customer-first IT support services across Stratus offices, nationally, with specific on-site accountability within the Central region. This role provides both remote and onsite technical support for employees in Architecture, Engineering, and Construction (AEC) environments, ensuring reliable operation of end-user technologies, collaboration tools, and business-critical systems. This position serves as a key liaison between local business units, field employees, corporate IT teams, and third-party vendors to ensure consistent service delivery, issue resolution, and user satisfaction. The role requires strong communication, responsiveness, technical troubleshooting, and the ability to support fast-paced operational environments with a high degree of professionalism and customer care.

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 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 all 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 white-glove customer support with a customer-first mindset focused on responsiveness and resolution
Maintain accurate ticket documentation and ensure all requests are managed 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/offboarding activities, workstation deployments, and office technology setup
Coordinate with centralized IT teams to ensure consistency in support standards and processes
Work collaboratively across business units, acquired companies, and corporate departments to support operational needs
Partner with engineering and design teams supporting tools such as 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 standardization of office technologies, collaboration tools, and end-user support experiences
Partner with operational leadership to ensure technology support aligns with project delivery and client expectations