Support Analyst

Support Analyst Location : Hybrid/Remote: The successful candidate can work on a Hybrid/Remote basis, reporting into one of our offices located in Pennsylvania or North Carolina. Status: Permanent Package: Competitive Salary, Remote/Home Working (with one-off allowance), Flexible Working, (2 Days in the office for our Hybrid workers) Development Opportunity (Personal Technical), Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Long Term Short-Term Disability Insurance, Generous 401K (matching) Plan, Flexible Spending Account, Health Savings Account, 15 Days' Vacation + Plus Public Holidays + Buy and Sell Scheme. d-wise, an Instem company, designs, deploys, and supports validated cloud infrastructure for life-sciences and clinical trial organizations. Our flagship product, Accel, is a turn-key, validated Statistical Computing Environment (SCE) built on AWS and pre-loaded with SAS, R, Python, and Posit tools - giving biostatisticians and clinical programmers a secure, compliant, and high-performance environment for clinical data analysis and regulatory submission. Our Culture Work Environment. You’ll be part of a friendly, solutions-focused environment within a global business of over 400 people. Here, you’ll experience a high-performance culture balanced with genuine flexibility - we trust you to take ownership, deliver meaningful results, and work in a way that suits you. You’ll be encouraged to grow, share your ideas, and make a real impact. We’re passionate about creating a place where you can develop your skills, contribute confidently, and succeed in your career. Working Pattern: As this role works closely with customers and colleagues across North America, your working hours will be aligned to Mountain/Pacific Time Zones, ensuring you’re available during key customer and business hours. Why join us as a Support Analyst? We're looking for an IT Support Analyst to join the team supporting our Accel platform. In this role, you'll provide day-to-day technical support and routine administration for client-facing statistical computing environments, working closely with senior systems engineers, cloud engineers, and platform administrators. This is a great opportunity to build hands-on, cross-disciplinary experience across Windows/Linux systems administration, AWS cloud infrastructure, and specialized life-sciences software (SAS and Posit) in a regulated, validated environment. What You’ll Be Doing

• Respond to, triage, and resolve first- and second-line support tickets from d-wise SCE platform users (biostatisticians, statistical programmers, and IT liaisons) within defined SLAs.
• Perform routine Windows Server and Linux administration tasks: user/group provisioning, patching, service and log monitoring, basic scripting, and troubleshooting.
• Assist with basic AWS administration under the guidance of senior/cloud engineers. This includes monitoring EC2 instances, EBS storage, security groups, snapshots/backups, and basic usage/cost reporting.
• Support installation, configuration, and day-to-day administration of SAS software (licensing, metadata, user access/entitlements, and platform health checks).
• Support administration of Posit tools (e.g., Posit Workbench, Posit Connect, Package Manager) - user provisioning, session and resource monitoring, and R package/library management.
• Perform proactive monitoring and routine maintenance of validated SCEs to maintain uptime, performance, and compliance.
• Document troubleshooting steps, standard operating procedures (SOPs), 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's quality and compliance requirements.
• Participate in on-call or rotational support coverage as required.
• Adherence to the Company’s Quality Management System to ensure that all work is managed Securely, Professionally and Diligently
• Adherence to the Company’s What We’re Looking For
• 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 welcomed).
• Foundational knowledge of Windows Server and Linux administration (user/permissions management, services, basic shell/PowerShell scripting).
• Basic familiarity with AWS core services (EC2, S3, IAM, security groups)- willingness to build deeper cloud skills on the job.
• Exposure to, or strong interest in learning, SAS platform administration.
• Exposure to, or strong interest in learning, Posit/RStudio ecosystem administration.
• Strong troubleshooting instincts, clear written documentation, and solid verbal communication skills.
• Comfortable working within a regulated, audit-driven environment; ability to follow defined change-control and validation processes. Please Note: As this role works closely with customers and colleagues across North America, your working hours will be aligned to Mountain/Pacific Time Zones, ensuring you’re available during key customer and business hours. Ready to Make a Difference? Join a team that values your perspective and supports your growth, while helping shape the future of life sciences. Apply now - we’d love to hear from you, and our Talent team will be in touch. An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Instem stores and processes data using an Applicant Tracking System (ATS). For more information regarding our privacy policy use the following link: https://www.instem.com/privacy/ #LI-KL #LI-HYBRID