Technical Support Analyst

West Coast Regional Technical Support AnalystStratus® 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 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.Regional Travel RequirementsBase Location: Washington (Bellingham, Spokane or Vancouver) or Concord, CAOregon: Once per quarterCalifornia: Once per quarterColorado: Once per quarterWashington: Each location once per quarterAny additional locations added to the region: TBDEnd User & Service Desk SupportProvide Tier 1 and Tier 2 onsite and remote IT support for all offices and field usersTroubleshoot hardware, software, networking, printing, conferencing, mobile device, and access-related issuesSupport Microsoft 365, Teams, VPN, identity management, and cloud-based collaboration toolsDeliver white-glove customer support with a customer-first mindset focused on responsiveness and resolutionMaintain accurate ticket documentation and ensure all requests are managed through the IT Service Management platformSLA & Operational SupportMeet established SLA response and resolution targets for incidents and service requestsPrioritize and escalate critical business-impacting issues appropriatelySupport after-hours or urgent operational issues when required for critical business operationsAssist with onboarding/offboarding activities, workstation deployments, and office technology setupCoordinate with centralized IT teams to ensure consistency in support standards and processesCollaboration & Business PartnershipWork collaboratively across business units, acquired companies, and corporate departments to support operational needsPartner with engineering and design teams supporting tools such as Autodesk products, BIM workflows, Revit, Civil 3D, and related AEC technologiesAssist with local office technology planning, conference room support, and office infrastructure coordinationSupport technology integration activities related to acquisitions and office expansionsAdditional Regional FocusSupport rapidly growing offices and recently integrated business units across the Central RegionAssist with standardization of office technologies, collaboration tools, and end-user support experiencesPartner with operational leadership to ensure technology support aligns with project delivery and client expectationsQualificationsRequired3–7 years of experience in IT Service Desk, Desktop Support, or End User Support rolesExperience supporting distributed office environments and remote usersStrong troubleshooting skills across Windows environments, Microsoft 365, Teams, printers, conferencing systems, and networking fundamentalsExperience working within SLA-driven IT support environmentsExcellent customer service, communication, and organizational skillsAbility to prioritize multiple requests and maintain professionalism in fast-paced environmentsWillingness and ability to travel regularly throughout assigned regionPreferredExperience supporting Architecture, Engineering, or Construction (AEC) organizationsFamiliarity with Autodesk products, Revit, Civil 3D, BIM workflows, or large file collaboration environmentsExperience supporting acquisitions, office integrations, or multi-office organizationsExposure to Intune, Azure AD, VPN technologies, VDI, or endpoint management platformsWhy you’ll love StratusA team-oriented environment that values transparency, creativity, and shared successMeaningful career paths, leadership opportunities, and space to specializeLearning & Development – Education and Professional LicensingWe believe flexible, hybrid work supports the balance and well-being our team deservesExcellent Health Care Programs – Medical, Dental, and Vision InsuranceCompany-paid Life Insurance, Short-Term Disability, and Long-Term DisabilityVoluntary Life Insurance options for employees, spouses, and dependents401k Retirement Plan with employer matchPaid Holidays & Competitive PTO plans