Technical Support Analyst

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Level 2 Billings, Billings, MT, US

2 days ago Requisition

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 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.

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

• 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 prioritize 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
• Ass…