IT Helpdesk Engineer II - Seattle, WA

IT Helpdesk Engineer II - Seattle, WA

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ExtraHop is reinventing Network Detection and Response (NDR) to help enterprises and organizations 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

Location: Seattle, Washington