Infrastructure Services Support Technician

ABOUT THIS JOB

The Information and Data Strategy Division provides centralized enterprise infrastructure, cybersecurity, data, and digital services to support Louisiana's public higher education ecosystem. The Division manages network and server infrastructure, identity and access management, cloud services, enterprise systems, data integration, cybersecurity operations, and technical service delivery to ensure secure, reliable, and modern digital capabilities across the agency and affiliated programs.

The Infrastructure Services Support Technician supports these efforts by providing technical assistance for the Board's enterprise infrastructure and end-user computing environments. This position is responsible for installing, configuring, maintaining, and troubleshooting desktops, laptops, mobile devices, and related technology systems, while serving as the first point of contact for helpdesk support. The role triages and resolves routine hardware, software, and user access issues, escalating more complex incidents as appropriate, and supports device provisioning, software deployment, system updates, and endpoint management.

Working closely with infrastructure and end-user computing teams, the Infrastructure Services Support Technician helps maintain stable, secure, and reliable technology environments that enable the agency's programs and services.

The Board of Regents (BoR) is established in the Louisiana Constitution as the state's coordinating board for higher education, working with four management boards, 32 public degree-granting institutions, and four special-purpose institutions. The BoR sets statewide policy related to higher education; advocates for higher education systems and institutions; distributes state-provided funding in accordance with legislative actions; and administers granting programs related to the advancement of the missions of postsecondary education systems and institutions.

The BoR contains three programs which include the Board of Regents, the Louisiana Office of Student Financial Assistance (LOSFA), and the Louisiana Universities Marine Consortium (LUMCON).

• Strong technical knowledge of Windows operating systems, Microsoft 365, endpoint devices, and basic networking concepts.
• Ability to troubleshoot and resolve hardware, software, and user access issues while determining when escalation is appropriate.
• Knowledge of endpoint management, Active Directory, endpoint security, and IT service management (ITSM) practices.
• Excellent customer service, interpersonal, and communication skills with the ability to effectively support both technical and non‑technical users.
• Strong organizational, analytical, and problem‑solving skills with the ability to manage multiple priorities and maintain accurate documentation.
• Ability to work independently and collaboratively while adhering to established policies, security standards, and technology best practices.

• Associate’s degree in Information Technology, Computer Science, Information Systems, or a related field.

• One year of progressively responsible experience in end-user computing support, IT operations, or enterprise infrastructure services, including experience managing endpoint environments, user support services, or enterprise collaboration platforms.
• Relevant professional experience may be substituted for the required education on a year‑for‑year basis.

• Familiarity with desktop and laptop support.
• Basic knowledge of Microsoft Windows and Microsoft 365.
• Experience with helpdesk ticketing or IT service management systems.
• Ability to troubleshoot hardware, software, and peripheral devices.
• Basic understanding of user account administration and access support.
• Familiarity with endpoint management and device support tools.
• Organizational skills and attention to detail.
• Strong customer service and communication skills.
• Ability to operate a motor vehicle for official business (valid driver's license required)

Preference may be given to candidates…