Job Application for IT Helpdesk Engineer II at ExtraHop

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ExtraHop is reinventing Network Detection and Response (NDR) to help enterprises and organziations stay ahead of emerging threats with unmatched network visibility, context, and control.

Today’s attackers bypass traditional security defenses through identity-based entry, move invisibly across cloud, on-premise, and data center networks using encryption and trusted applications, and exploit and exit whenever they want. But all of that movement is visible on the network... if you can see it.

By combining the power of NDR with Network Performance Management (NPM), Intrusion Detection Systems (IDS), and forensics in a single, integrated platform, ExtraHop can decrypt and unlock complete packet-level data at wire speed, analyze and correlate it across all your networks, applications, devices, and users with cloud-scale machine learning, and provide a single interface to the SOC to detect, investigate, and remediate modern cyber risks in real time.

Position Summary

The IT Helpdesk Engineer II provides advanced technical support to end users, manages and maintains IT systems, and assists with the implementation of IT projects and security measures. This role bridges the gap between Helpdesk staff and Senior IT Helpdesk Engineer(s), handling escalated issues, supporting infrastructure, and ensuring smooth IT operations within the organization. The position requires strong troubleshooting skills, experience with multiple operating systems, and the ability to collaborate effectively with both users and IT colleagues.

Key Responsibilities

Provide Level 2 and 3 support for helpdesk requests, resolving escalated hardware, software, and network issues for end users
Administer and support IT services and applications, such as Okta and Google Workspace
Utilize endpoint management tools (e.g., Kandji, InTune ) to deploy software, manage updates, and enforce security policies across devices
Support onboarding and offboarding processes, including account creation, access management, and workstation setup
Collaborate with EHIT SA team members on projects, system upgrades, and infrastructure improvements
Provide support for SaaS and Desktop applications
Escalate unresolved or complex issues to senior IT staff as needed

Required Qualifications

3+ years of IT Admin and Support experience.
Proficiency in MacOS, Windows, and cloud services (SaaS).
Excellent communication and interpersonal skills for effective user support and team collaboration
Must be available to work in the corporate office on a regular basis
Occasional travel to provide on-site IT support at conferences and events

Preferred Qualifications

Experience and familiarity with Linux operating systems.
Experience in provisioning in IaaS environments such as AWS, GCP, and Azure

Skills and Competencies

Experience with IT security best practices and endpoint protection.
Strong customer service orientation and ability to train end users
Demonstrable desktop systems troubleshooting skills
Critical analysis and creative problem solving
Excellent written communication and documentation skills

The salary range for this role is $65,000 - $75,000 + bonus + benefits

ABOUT EXTRAHOP:

ExtraHop empowers enterprises to stay ahead of evolving threats with the most comprehensive approach to network detection and response (NDR). Since 2007, the company has helped organizations across the globe extract real-time insights from their hybrid networks with the most in-depth network telemetry.

ExtraHop NDR uniquely integrates network threat detection, network performance management (NPM), intrusion detection (IDS), and packet forensics into a single console with 100GB+ sensors, real-time decryption, and cloud-scale machine learning - delivering complete network visibility, unmatched context for data-driven security decisions, and improved SOC productivity.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. We are the only NDR vendor recognized as a leader by all major analyst firms including the 2024 Gartner® Magic Quadrant for Network Detection and Response™, the 2023 Forrester® Wave for Network Analysis and Visibility, the 2024 IDC® Marketscape for NDR, and the 2024 Gigamon® Radar Report for Network Detection and Response.

OTHER BENEFITS:

Employees' wellbeing is top of mind for the ExtraHop team. Employees and their families will have the option to participate in the following benefits:

Health, Dental, and Vision Benefits
Flexible PTO, Sick Time Prorated Based on Date of Hire, and All Federal Holidays (US Only) + 3 Days of Paid Volunteer Time
Non-Commissioned Positions may be eligible to participate in the Annual Discretionary Bonus Plan
FSA and Dependent Care Accounts + EAP, where applicable
Educational Reimbursement
401k with Employer Match or Pension where applicable
Pet Insurance (US Only)
Parental Leave (US Only)
Hybrid and Remote Work Model

Our people are our most important competitive advantage, leading the charge against cyber criminals. Join the fight today!

To learn more, visit www.extrahop.com or follow us on LinkedIn.

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IT Helpdesk Engineer II

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