Senior Helpdesk Technician

Job Description

COMPANY OVERVIEW:

Sampled enables clients to advance human health by leveraging active biological samples through preservation, immortalization and utilization in comprehensive multiomics research within the only leading-edge Global Integrated Analytical Biorepository.

Sampled is committed to building a sustainable, inclusive and diverse culture where team members enjoy equal opportunities in a safe, supportive and empowering environment. Sampled believes that as an organisation we have a duty to be actively engaged in supporting not just the clients and industries we serve but the communities where we live and work.

POSITION SUMMARY:

The Senior Helpdesk Technician is responsible for providing frontline technical support to internal end users, ensuring continuity of IT services within a regulated biorepository and laboratory environment. As the sole helpdesk staff member, this role manages the intake, triage, and resolution of user support requests while executing documented processes for account provisioning, equipment lifecycle, and compliance-based activities.

MAIN RESPONSIBILITIES:

End-User Support

· Serve as the first point of contact for IT-related issues and service requests

· Troubleshoot and resolve issues related to Windows workstations, Microsoft 365, VPN access, label printers (e.g., Brady), barcode scanners, and standard enterprise tools

· Maintain accurate and timely updates in the JIRA ticketing system for all user interactions

· Provide remote support using tools such as Datto RMM

Onboarding & Offboarding

· Execute onboarding and offboarding procedures for employees, including account creation/deactivation, hardware provisioning, mobile phone setup, and access configurations

· Ensure all access is granted or removed according to approved change control processes

Procedure Compliance & Documentation

· Adhere to existing SOPs and IT work instructions; draft new procedures where documentation is lacking

· Participate in annual user account audits

· Support IT-related audit preparations (e.g., CAP, client audits)

Operational Support

· Manage IT inventory, including tracking, labeling, and stock replenishment

· Assist with terminal service access (e.g., Parallels RAS, RDP) and basic configuration of LIMS access endpoints

· Coordinate with system administrators when escalation is necessary

QUALIFICATIONS:

Education & Experience

· Associate's degree in Information Technology or a related field, or equivalent professional experience

· 3–5 years of IT helpdesk or desktop support experience

· Life sciences or regulated industry experience preferred but not required

Technical Skills

· Proficiency with Windows 10/11, Active Directory, Microsoft 365, and common enterprise applications

· Experience with Datto RMM, Intune, JIRA, and Adobe DC tools

· Knowledge of user provisioning processes and IT asset lifecycle management

Personal Competencies

· Strong problem-solving and communication skills

· Ability to work independently and follow documented procedures

· Customer-focused, with the professionalism required in a regulated environment

Additional Requirements

· Onsite presence required; limited remote flexibility for illness or extenuating circumstances

· Occasional off-hours support for critical needs

· Must be able to lift and move IT equipment (up to 40 lbs)

Full-time