Technical Support Analyst

Instem•Boston, MA

23h•Hybrid

About The Position

This role is for a Technical Support Analyst at Instem, a global provider of industry-leading software solutions and services for the pre-clinical and clinical phases of drug discovery. The position focuses on providing high-quality technical support to internal users by independently resolving standard incidents and service requests, building on foundational support skills, and developing a broader understanding of IT systems and processes. Instem, with over 400 staff, fosters a friendly, communal, solution-based, and flexible work environment that values empowerment, accountability, and personal and technical development, including workshops for wellbeing and mental health.

Requirements

Experience in a technical support or service desk role (or equivalent)
Strong understanding of common operating systems and applications
Basic knowledge of network connectivity and troubleshooting
Ability to follow procedures and resolve standard issues
Familiarity with ticketing systems and documentation practices
Understanding of user access and permission management
Independently resolves standard incidents and requests.
Performs basic troubleshooting across multiple systems.
Understands how common tools and platforms are used within the organisation.
Follows best practices and technical procedures accurately.
Owns tickets through to resolution with minimal supervision.
Prioritises workload effectively.
Escalates issues appropriately when out of scope.
Demonstrates reliability and accountability in task delivery.
Delivers consistent and efficient support.
Contributes to user satisfaction and team performance.
Identifies recurring issues and suggests potential improvements.
Documents solutions and updates procedures when needed.
Shares knowledge with peers and supports new team members.
Works collaboratively within the team to resolve issues.

Responsibilities

Respond to and resolve common support requests independently.
Perform basic troubleshooting of hardware, software, and network issues.
Follow documented procedures and support workflows.
Escalate more complex issues with clear and accurate information.
Manage user accounts, permissions, and access requests using standard processes.
Install and configure end-user devices and applications.
Accurately log, update, and close tickets in a timely manner.
Assist with routine maintenance tasks or deployments as directed.
Maintain a strong customer service focus and effective communication.
Contribute to the knowledge base by documenting solutions and known issues.
Follow security, data handling, and quality procedures.
Take initiative in developing technical and problem-solving skills.