Support Analyst

Instem•Conshohocken, PA

19h•Hybrid

About The Position

d-wise, an Instem company, designs, deploys, and supports validated cloud infrastructure for life-sciences and clinical trial organizations. Its Accel platform is a turn-key, validated Statistical Computing Environment built on AWS and pre-loaded with SAS, R, Python, and Posit tools for clinical data analysis and regulatory submission. The Support Analyst provides day-to-day technical support and routine administration for client-facing statistical computing environments. The role works closely with senior systems engineers, cloud engineers, and platform administrators, supporting Windows and Linux systems, AWS infrastructure, SAS and Posit tools in a regulated, validated environment. The successful candidate may work on a hybrid or remote basis and reports into an office in Pennsylvania or North Carolina. Working hours are aligned to Mountain/Pacific time zones to support customers and colleagues across North America.

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 within a regulated, audit-driven environment and ability to follow defined change-control and validation processes.
Availability to work hours aligned to Mountain/Pacific time zones.

Nice To Haves

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

Responsibilities

Respond to, triage, and resolve first- and second-line support tickets from 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 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 accordance with 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.