CyberSecurity/SysAdmin

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, upscale, 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 elevate 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 accelerate potential threats
Assist with vulnerability identification and remediation
Support enforcement of security policies and compliance requirements
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
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 or system administration experience required
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.

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