Support Analyst

Instem•Conshohocken, PA

2d•Hybrid

About The Position

The Support Analyst provides day-to-day technical support and routine administration for d-wise’s client-facing Accel statistical computing environments (SCEs), working with senior systems engineers, cloud engineers, and platform administrators. The role supports users such as biostatisticians, statistical programmers, and IT liaisons in a regulated, validated environment, building cross-disciplinary experience with Windows and Linux systems administration, AWS infrastructure, SAS, and Posit tools. The position is permanent and can be performed on a hybrid or remote basis, reporting into an office in Pennsylvania or North Carolina. Hybrid workers attend the office two days per week. Working hours align with Mountain or Pacific Time to support customers and colleagues across North America. On-call or rotational support coverage may be required.

Requirements

Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
Experience in IT support, systems administration, or a service/help desk role; internships are welcomed.
Foundational knowledge of Windows Server and Linux administration, including user and permissions management, services, and basic shell or PowerShell scripting.
Basic familiarity with AWS core services, including EC2, S3, IAM, and security groups.
Strong troubleshooting instincts, clear written documentation, and solid verbal communication skills.
Comfort working in a regulated, audit-driven environment and ability to follow defined change-control and validation processes.
Availability to work hours aligned to Mountain or Pacific Time Zones.

Nice To Haves

Exposure to, or strong interest in learning, SAS platform administration.
Exposure to, or strong interest in learning, Posit/RStudio ecosystem administration.
Willingness to build deeper AWS cloud skills on the job.

Responsibilities

Respond to, triage, and resolve first- and second-line support tickets from d-wise SCE platform users within defined SLAs.
Perform routine Windows Server and Linux administration, including user and group provisioning, patching, service and log monitoring, basic scripting, and troubleshooting.
Assist with basic AWS administration under the guidance of senior or cloud engineers, including monitoring EC2 instances, EBS storage, security groups, snapshots and backups, and basic usage and cost reporting.
Support installation, configuration, and day-to-day administration of SAS software, including licensing, metadata, user access and entitlements, and platform health checks.
Support administration of Posit tools, including Posit Workbench, Posit Connect, and Package Manager; user provisioning; session and resource monitoring; and R package and library management.
Perform proactive monitoring and routine maintenance of validated SCEs to maintain uptime, performance, and compliance.
Document troubleshooting steps, standard operating procedures, and knowledge-base articles.
Escalate complex technical issues to Tier 2/3 engineering, DevOps, or platform teams as appropriate.
Support change-control and validation procedures in line with d-wise quality and compliance requirements.
Participate in on-call or rotational support coverage as required.
Adhere to the Company’s Quality Management System and ensure work is managed securely, professionally, and diligently.