East Texas Electric Cooperative, Inc. (ETEC) is an electric cooperative headquartered in Nacogdoches, Texas. ETEC generates and transmits wholesale electricity to nine distribution cooperatives that reach over 300,000 homes and businesses. ETEC serves load in the Southwest Power Pool (SPP), the Midcontinent Independent System Operator (MISO) as well as the Electric Reliability Council of Texas (ERCOT) regions. Position Summary Reports to the Manager of IT Systems. This role is heavily focused on delivering high-quality help desk support, while also supporting network monitoring and cybersecurity tool oversight. The ideal candidate will have strong troubleshooting skills, experience working in structured IT environments, and the ability to proactively monitor systems and respond to alerts to maintain a secure and stable IT environment. The successful candidate will be supported with resources and direction from the Manager of IT Systems, along with others from within the organization. Role Responsibilities Help Desk & End User Support - Primary Focus Provide timely technical support via phone, in person, and remote tools Diagnose and resolve hardware, software, and connectivity issues Open, update, escalate, and close tickets in ServiceDesk Plus Train users on hardware, software, and best practices Deliver consistent, high-quality customer service Network Monitoring & Support Monitor network performance and system availability using OpManager Identify, respond to, and escalate outages or performance issues Assist in troubleshooting switches, wireless systems, and connectivity Coordinate with senior IT staff or vendors for issue resolution Cybersecurity Monitoring & Response Monitor and respond to alerts from: Darktrace, AlienVault SIEM, & SentinelOne (EDR) Investigate suspicious activity and escalate potential threats Assist with vulnerability identification and remediation Support enforcement of security policies and compliance requirements Endpoint & Systems Management Deploy, manage, and maintain endpoints using ManageEngine Endpoint Central Configure, deploy, and support desktops, laptops, and peripherals Assist with patching, updates, and system health monitoring Accounts & Access Management Create, modify, and disable user accounts in Active Directory and Microsoft 365 Assign permissions and support access control processes Assist with Citrix user access and session troubleshooting Infrastructure & Application Support Provide support for Citrix environments (user access, sessions, troubleshooting) Monitor system performance and assist with server-related tasks Maintain visibility into IT assets using UV Explorer & OpManager Project & Vendor Support Assist with system upgrades, deployments, and IT initiatives Coordinate with vendors for support and issue resolution Documentation & Asset Management Maintain accurate documentation in ServiceDesk and internal systems Track and manage IT assets and inventory using OpManager & UV Explorer Develop and follow standard operating procedures Qualifications Education and Experience Bachelor's degree in computer science or IT field required; Equivalent years of experience may be considered in lieu of degree 3-5 years of IT support experience preferred Electric utility or related industry experience is preferred Skills and Abilities Strong helpdesk and customer support skills Ability to troubleshoot issues independently and follow established procedures Strong communication and user interaction skills Ability to handle sensitive and confidential information Experience creating and maintaining technical documentation Willingness to work occasionally after-hours for maintenance or projects Preferred Certifications CompTIA A+ CompTIA Network+ CompTIA Security+ (strongly preferred)

Microsoft Certified:

Modern Desktop Administrator Associate Microsoft 365

Certified:

Administrator Associate ITIL Foundation This job description is not intended to be a comprehensive list of the duties and responsibilities of the position and are subject to change as business needs evolve. Application Question(s): Would you be willing to relocate within a commutable distance from Nacogdoches, TX?

Work Location:

In person