Technical Support Analyst

The Central Regional Technical Support Analyst role at Stratus Team LLC delivers customer-first IT support across Stratus offices nationally, with onsite ownership in the Central region. You will provide Tier 1 and Tier 2 assistance for end-user technologies and business-critical systems, coordinating with corporate IT, business units, and third-party vendors.

Location

Houston, TX 77079 (onsite)

Compensation

USD 65,000 - 80,000 per year

Experience

Minimum: 3 years

Responsibilities

• Provide Tier 1 and Tier 2 onsite and remote IT support for all offices and field users
• Troubleshoot issues involving hardware, software, networking, printing, conferencing, mobile devices, and access
• Support Microsoft 365, Teams, VPN, identity management, and other cloud-based collaboration tools
• Provide white-glove, customer-first support focused on responsiveness and resolution
• Maintain accurate ticket documentation and ensure requests are handled 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 as appropriate
• Support after-hours or urgent operational needs when required for critical business operations
• Assist with onboarding/offboarding, workstation deployments, and office technology setup
• Coordinate with centralized IT teams to support consistent standards and support processes
• Collaborate across business units, acquired companies, and corporate departments to meet operational technology needs
• Partner with engineering and design teams supporting Autodesk products, BIM workflows, Revit, Civil 3D, and related AEC technologies
• Support local technology planning, conference room support, and office infrastructure coordination
• Support technology integration activities related to acquisitions and office expansions
• Help 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 align technology support with project delivery and client expectations

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 across Windows, Microsoft 365, Teams, printers, conferencing systems, and networking fundamentals
• Experience working in SLA-driven IT support environments
• Excellent customer service, communication, and organizational skills
• Ability to prioritize multiple requests while maintaining professionalism in fast-paced environments
• Willingness and ability to travel regularly throughout the assigned region

Technologies

• Microsoft 365
• Teams
• VPN
• Identity management
• Autodesk products
• BIM workflows
• Revit
• Civil 3D
• IT Service Management platform

Benefits

• Learning & Development: Education and Professional Licensing
• Flexible, hybrid work to support balance and well-being
• 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
• Paid Holidays & competitive PTO plans

Regional Travel Requirements

• Base Location: Houston, TX
• Texas: Austin once per quarter
• Michigan: once per quarter
• North Dakota: once per quarter
• Minnesota: once per quarter
• Montana: once per quarter
• Additional locations: TBD if added to the region

Preferred Qualifications

• 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