Regional IT Support Analyst – West Coast (Hybrid)

Stratus Team, LLC; Concord (CA); Hybrid; USD 60,000 - 78,000; Full time

Benefits offered by this job

Hybrid work environment

Health insurance

401k retirement plan

Life Insurance

Short‑Term Disability

Long‑Term Disability

Job summary

Stratus is seeking a West Coast Regional Technical Support Analyst to deliver customer‑first IT support across Stratus offices nationwide, with on‑site accountability within the West Coast region. This role provides both remote and onsite support for employees in AEC environments, ensuring reliable operation of end‑user technologies and collaboration tools.

The position requires strong communication, troubleshooting, and a willingness to travel regularly.

Qualifications

• 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.
• Willingness and ability to travel regularly throughout assigned region.

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.
• Coordinate with centralized IT teams to ensure consistency in support standards and processes.
• Assist with onboarding/offboarding activities, workstation deployments, and office technology setup.

Skills

Windows environments

Microsoft 365

Teams

Troubleshooting

Customer service

Remote support

Travel adaptability

Tools

None

Job description

Stratus is seeking a West Coast Regional Technical Support Analyst to deliver customer‑first IT support across Stratus offices nationwide, with on‑site accountability within the West Coast region. This role provides both remote and onsite support for employees in AEC environments, ensuring reliable operation of end‑user technologies and collaboration tools.

The position requires strong communication, troubleshooting, and a willingness to travel regularly.