Remote IT Support Analyst — Cloud & SAS

Instem; Conshohocken (Montgomery County); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Flexible working hours

Remote/Home Working

2 days in the office (hybrid)

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K with matching

Flexible Spending Account

Health Savings Account

Paid vacation + public holidays

Job summary

Instem is seeking a Support Analyst to join the IT team supporting client-facing statistical computing environments.

In this hybrid/remote role, you will handle first- and second-line tickets, manage Windows and Linux administration, and support AWS, SAS, and Posit tool environments.

You will work with North American customers, aligned to Mountain/Pacific hours, and contribute to documentation, SOPs, and ongoing system validation.

Qualifications

• Experience in IT support, systems administration, or service/help desk roles.
• Foundational knowledge of Windows Server and Linux administration.
• Basic familiarity with AWS core services (EC2, S3, IAM, security groups).
• Exposure to SAS platform administration and Posit/RStudio ecosystem administration.

Responsibilities

• Respond to and triage first- and second-line support tickets with defined SLAs.
• Perform routine Windows Server and Linux administration tasks.
• Assist with basic AWS administration under guidance of senior engineers.
• Support SAS software installation, licensing, and health checks.
• Support Posit tools provisioning and resource monitoring.
• Document troubleshooting steps and SOPs; contribute to knowledge base.
• Escalate complex issues to Tier 2/3 engineering and DevOps.
• Participate in on-call or rotational support coverage.
• Follow change-control and validation processes.

Skills

IT support

Windows Server

Linux admin

AWS core services

SAS administration

Posit admin

Documentation

Communication

Education

Associate's or Bachelor's degree in Computer Science or Information Technology

Job description

Instem is seeking a Support Analyst to join the IT team supporting client-facing statistical computing environments.

In this hybrid/remote role, you will handle first- and second-line tickets, manage Windows and Linux administration, and support AWS, SAS, and Posit tool environments.

You will work with North American customers, aligned to Mountain/Pacific hours, and contribute to documentation, SOPs, and ongoing system validation.