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Bilingual IT Help desk, Site Engineer

Apply now Job no: 615452
Work type: Permanent
Location: Denver, Colorado, Lone Tree, Colorado
Categories: IT, North America, Individual Contributor

Bilingual IT Help desk, 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

As Cochlear continues to grow and service our customers, we are recruiting for a Bilingual IT Help desk, Site Engineer in our Americas head office based in Lone Tree, CO. This position will be supporting our Americas and Latin America regions. 

In alignment with our organizational principle of providing a safe work environment, employees of Cochlear are required to be fully vaccinated against COVID-19. The only allowable exceptions include qualifying medical and religious accommodation. Proof of your COVID-19 vaccination will be required prior to your start date.

To be successful in this role you’ll be able to provide 1st and 2nd line support for all IT-related issues, supporting telephone, Helpdesk and email requests to resolve operational issues. You will collaborate with the Global Service Desk to deliver excellent support to Cochlear Americas employees. This technical role is responsible for pro-actively checking the ticketing queue, ensuring all incidents and requests assigned to the team are addressed to meet the agreed Service Level Agreement. Responsibilities sometimes require working evenings and/or weekends and may require occasional travel.

Key Responsibilities

  • Provide technical support and insights regarding system issues in accordance with Cochlear procedures
  • Create, administer and remove user access rights to desktop applications
  • Managed ITIL processes such as Request Fulfillment and Incident Management
  • Provide advice on basic use of hardware, software and remote access
  • Install and configure software within established standards and guidelines.
  • Plan, manage, monitor and maintain Cochlear desktop hardware and software assets to ensure secure user network access for email, file and print, corporate desktop applications, system client installations and telephone connectivity.

Key Requirements

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:

  • Fluent in English and Spanish
  • Minimum 4 years of relevant IT Service Support experience based on ITIL framework.
  • MCSA or MCP or similar work experience
  • Strong technical background in client side of Outlook, Active Directory, Windows Client OS, MS Office 365
  • Good knowledge of networking, server, hosting, security concepts within the IT space.

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 employee utilizes business technology for work product delivery, communicates orally and in writing with others internal or external to the organization. Must transport/move up to 50 pounds.  While performing the duties of this job, the employee is regularly required to utilize comprehension, critical thinking, problem solving, communication and organization. 

The work environment is an office environment and are representative of what 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.  Target Salary Range for this position: $65,000 - $70,000 as well as a bonus opportunity 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, 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 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 lawIn 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.

Advertised: Mountain Standard Time
Anticipated Application Closing:

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