Sr. Help Desk Analyst (Sr. Site Engineer)
Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.
Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.
For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives and working in an organization where they can be part of bringing the mission to life each day.
About the role
In order to help Cochlear continue to grow and service our customers, we are recruiting for a Sr. Help Desk Analyst in our Americas head office based in Lone Tree, CO.
In alignment with our organizational principle of providing a safe work environment, and in order to comply with new requirements for contractors of the Federal Government, all US-based employees of Cochlear Americas are required to be fully vaccinated against COVID-19. The only allowable exceptions include qualifying medical and religious accommodations.
To be successful in this role you’ll be able to function as the technical lead for all site related operations, procedures and small project to ensure organizational efficiency. You’ll work collaboratively with the Global Service Desk to deliver excellent Level 1 and Level 2 support.
In addition to the daily technical support responsibilities of a Site Engineer, including providing prompt and courteous 1st and 2nd line support to telephone, Helpdesk and email requests to resolve operational problems as quickly as possible, the Sr. Site Engineer will also:
- Provide technical leadership for other members of the team and assist with the day-to-day task assignment across the members of the team when required.
- Act as a Technical Lead for the Site Services team in support of a wide range of technologies employed by the team.
- Contribute to the technical roadmap and strategy for End User technology.
- Provide a point of escalation for remote/regional IT matters.
To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:
- Minimum of 7 years of relevant IT Service Support experience based on ITIL framework
- MCSA or MCP or similar work experience
- Engineer-level knowledge in one or more technical disciplines among networking (data, voice), server, hosting, storage, security concepts within the IT space.
- Minimal mastery of key team competencies:
- Goal driven
- Customer focused: able to understand the business requirements to enable delivery of solutions to meet customer needs
- Take initiative and work autonomously
- Able to convey information clearly and succinctly and adapt style to meet users’ differing levels of IT knowledge and competence.
Physical & Mental Demands
The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. Must OR occasionally transport/move up to 30 pounds. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external). Influence, organization/classification of information and planning are also required. The work environment is an office environment and representative of those an individual encounters while performing the essential functions of this job.
In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits. The Target Salary Range is $70,000 - $80,000/year as well as a bonus) of 7.5% of base salary.
The overall benefit program includes medical, dental, vision, life and disability, pet insurance, Employee Stock Purchase Plan, 401K Matching, PTO (vacation, holidays, floating holidays, sick and volunteer time off), tuition reimbursement, transportation supplementation, maternity and paternity leave, and wellness programs.
Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more.
Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local law. In addition, Cochlear will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.