IT Help Desk Technician

Appalachian Electric Cooperative (AEC) proudly serves more than 50,000 members across the scenic heart of East Tennessee, in the shadow of the majestic Great Smoky Mountains—one of America's most beloved national parks, renowned for its ancient ridges, misty blue vistas, diverse wildlife, and endless outdoor adventures. 

We own and maintain a reliable electric distribution system spanning approximately 600 square miles in the beautiful counties of Grainger, Hamblen, Hawkins, Jefferson, and Sevier. This region blends rolling Appalachian foothills, sparkling lakes like Cherokee and Douglas, lush forests, and the dramatic gateway to the Smokies in Sevier County—home to iconic destinations like Gatlinburg, Pigeon Forge, and the park's breathtaking trails, waterfalls, and panoramic overlooks. 

Nestled in this vibrant, nature-rich corner of Tennessee, AEC powers communities where stunning mountain scenery meets small-town charm, rich history, and year-round natural beauty. 

We currently have an opportunity for an IT Help Desk Technician position. This role is responsible providing professional support for a wide range of technologies used by the Cooperative’s end users.

At AEC, we believe in taking care of our people. We offer a competitive salary and a robust benefits package that includes medical, dental, and vision coverage; paid time off; short- and long-term disability; paid parental leave; a 401(k); and a company-funded pension plan. Benefits are available starting at the first of the month after 30 days of employment.

Appalachian Electric Cooperative is an Equal Opportunity Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to disability status, veteran status, or other legally protected status.

AEC IS A TENNESSEE DRUG FREE WORKPLACE

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as primary point of contact for technical needs of end users including but not limited to; answering how-to questions, providing system and network status, providing remote support and troubleshooting various technologies
• Fully document support requests received via email, telephone, electronic ticketing systems, etc.
• Create and maintain IT internal documentation
• Resolve majority of requests without assistance, following procedures and using available knowledge base and help tools provided, to follow issue through to a proper resolution

·       Install, configure, and maintain Cooperative technology equipment including workstations, peripherals, and mobile devices

·       Participate in on-call rotation, providing support for all IT infrastructure and applications.

·       Available for overtime as required including assisting outside of normal work hours during emergency or outage situations

• Regular on time attendance is required
• Performs other duties as requested
• Ongoing professional development is required

JOB QUALIFICATIONS

EDUCATION and/or EXPERIENCE

·       2 years’ experience working in a help desk or technical support environment and/or customer service

•              Associate’s degree in Information Systems or related field desirable but not required
•        Experience working with remote assistance tools desirable
•        Will consider an equivalent combination of education, training, certifications, and experience

CERTIFICATES, LICENSES AND REGISTRATIONS

•           Microsoft, A , and Network certifications desirable

SKILLS AND ABILITIES

• Exceptional customer interaction skills and professionalism
• Ability to work in a team environment
• Strong organizational skills with exceptional follow though and attention to detail
• Effectively communicate moderately complex technical information, ideas, and results in both oral and written form
• Ability to exercise discretion when working with confidential data
• Proficiency using and supporting common enterprise software including Microsoft Windows, Microsoft Office (Word, Excel, Outlook, etc.), and remote support tools
• Perform all duties in accordance with established safety practices
• Must be able to read, write, and do arithmetic
• Must possess and maintain a valid driver’s license

WORK ENVIRONMENT 

• This position is primarily performed in an indoor environment
• While performing the duties of this job the employee is regularly required to:
• • Use hands to finger, handle, and feel
  • Sit, stand, walk, bend, and stoop
  • Sit at a desk or work center and operate a desktop or tablet computer, keyboard and mouse
  • Reach with hands and arms
  • Lift, carry, push and/or pull 10-20 lbs.
  • Talk and hear
• While performing the duties of this job the employee is occasionally required to:
• • Crawl, climb, and crouch
  • Work in constrained spaces
  • Lift, carry, push and/or pull over 50 lbs. with assistance
• Specific vision abilities required by this job include close vision, distance vision, color vision, and depth perception 
• There is minimal exposure to dust, dirt, and chemicals
• The noise level in the work environment is generally moderate