Technical Support Analyst

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Technical Support Analyst

Full Time Level 2 Billings, Billings, MT, US

2 days ago Requisition ID: 1492

About Stratus

Stratus® is an integrated, multi-disciplinary engineering, architecture, interior design, and consulting firm. Consistently ranking among the Top 500 Design Firms in Engineering News-Record, the firm offers a deep bench of industry experts through a highly collaborative approach, delivering innovative solutions across the full project lifecycle. Operating coast to coast, Stratus® serves clients nationwide while maintaining a strategic commitment to supporting high-growth economies and building vibrant communities that foster the professional growth of its team. Serving public- and private-sector clients, the firm is dedicated to delivering the highest-quality service wherever projects take shape. Across the Civic, Commercial, Industrial, Transportation, Education, Water Resources, and Government sectors, we bring precision, insight, and purpose to every project, from targeted renovations to large-scale infrastructure. Stratus® designs spaces, systems, and solutions that perform, endure, and make an impact, delivering on our promise of Better Plans. Better Places.

The Role

The West Coast Regional Technical Support Analyst is responsible for delivering customer‑first IT support services across Stratus offices, nationally, with specific on‑site accountability within the West Coast 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.

Responsibilities

Regional Travel Requirements

• Base Location: Washington (Bellingham, Spokane or Vancouver) or Concord, CA
• Washington: Each location once per quarter
• Any additional locations added to the region: TBD

End User & Service Desk Support

• 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

SLA & Operational Support

• Meet established SLA response and resolution targets for incidents and service requests
• Prioritize and prioritize critical business‑impacting issues appropriately
• Support afterhours 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

Collaboration & Business Partnership

• 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

Additional Regional Focus

• 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

Qualifications

Required

• 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

Preferred

• 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

Why you’ll love Stratus

• A team-oriented environment that values transparency, creativity, and shared success
• Meaningful career paths, leadership opportunities, and space to specialize
• Learning & Development – Education and Professional Licensing
• We believe flexible, hybrid work supports the balance and well‑being our team deserves
• Excellent Health Care Programs – 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
• 401k Retirement Plan with employer match

Compensation information, including the salary range for this position, is available upon request in accordance with applicable pay transparency laws.

Equal Opportunity Statement

Stratus is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy‑related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Stratus Team’s management Team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.