INFRASTRUCTURE SERVICES SUPPORT TECHNICIAN

About the Department

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.

ABOUT THE ORGANIZATION

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).

IDEAL CANDIDATE PROFILE

AN IDEAL CANDIDATE SHOULD POSSESS THE FOLLOWING SKILLS AND COMPETENCIES: 

• 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. 

MINIMUM QUALIFICATIONS

Education

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

Experience

• 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.

Technical Competencies

• 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)

PREFERRED QUALIFICATIONS

Preference may be given to candidates possessing:

• Experience providing technical support for desktop and laptop systems in a professional or enterprise IT environment.
• Familiarity with endpoint management platforms such as Microsoft Intune, Microsoft Endpoint Manager, or similar enterprise device management systems used to manage desktops, laptops, and mobile devices.
• Basic knowledge of Microsoft Windows operating systems, device configuration, and troubleshooting.
• Familiarity with enterprise productivity platforms such as Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive.
• Basic understanding of Active Directory user account administration including password resets, account provisioning, and group membership management.
• Experience installing, configuring, and troubleshooting desktop hardware, laptops, printers, docking stations, and other peripheral equipment.
• Familiarity with endpoint security solutions including antivirus, endpoint protection, and device encryption tools.
• Basic knowledge of networking concepts including DNS, DHCP, VPN connectivity, and wireless networking.
• Experience using a helpdesk or IT service management (ITSM) system to manage support tickets, track incidents, and document issue resolution.
• Familiarity with device provisioning processes including system imaging, software deployment, and asset tracking procedures.
• Experience assisting with technology equipment ordering, inventory tracking, and asset management processes.
• Relevant certifications such as CompTIA A+, IT Fundamentals (ITF+), Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), or comparable entry-level IT certifications. 

Applications will be rejected if the applicant fails to meet the minimum qualifications, submits an incomplete application, or fails to apply by the closing date of the announcement.  

JOB DUTIES
Helpdesk & End User Support 

• Monitors and triages incoming helpdesk tickets, providing first-level technical support for hardware, software, and user access issues.
• Resolves routine technical incidents and escalates complex issues to systems administrators or infrastructure personnel as appropriate.
• Provides technical support for enterprise end-user computing environments, including desktops, laptops, mobile devices, and peripheral equipment.
• Assists users with troubleshooting operating system, application, and device connectivity issues.

Device Deployment & Endpoint Management

• Assists with provisioning and deployment of endpoint devices, including system imaging, configuration, account setup, and installation of enterprise applications. 
• Supports endpoint maintenance through operating system updates, patching, and configuration changes to ensure devices remain secure, compliant, and aligned with enterprise standards. 
• Assists with hardware installation, configuration, and troubleshooting of desktops, laptops, printers, monitors, docking stations, and other peripheral devices. 

Identity, Security & Enterprise Systems

• Assists with identity and access management functions, including password resets, account provisioning, and group membership changes. 
• Provides support for enterprise software applications, including installation, configuration, troubleshooting, and user assistance. 
• Supports endpoint security technologies, including antivirus, endpoint protection, device encryption, and compliance monitoring tools.

Asset & Inventory Management

• Assists with ordering technology equipment, peripherals, and IT-related supplies in accordance with agency procurement procedures. 
• Tracks equipment orders, prepares devices for deployment, and supports inventory management and asset documentation. 
• Assists with IT asset lifecycle management, including equipment deployment, reassignment, inventory tracking, and secure decommissioning. 

Documentation & Project Support

• Documents technical procedures, support resolutions, and configuration standards to maintain an internal knowledge base and improve service delivery. 
• Assists with infrastructure and end-user computing initiatives, including device refresh cycles, equipment deployments, system upgrades, and other technology improvement projects.

Operational Support

• Provides operational support for enterprise infrastructure and end-user computing environments. 
• Participates in after-hours maintenance activities, incident response, and occasional weekend work to support business continuity. 
• Performs other duties as assigned by the Assistant Director, End User Computing or other members of the supervisory chain of command.

POSITION-SPECIFIC DETAILS

Appointment Type: This position is an unclassified appointment and may be filled through external recruitment or promotion of a current employee.

Worksite Location: Baton Rouge, LA, primarily in the Claiborne Building, with occasional work at the Galvez Building as needed to ensure support coverage, attend meetings, participate in training, or support other business needs.

Work Schedule: Monday through Friday during normal business hours, with occasional early morning, evening, weekend, and travel requirements as operational needs dictate.

Security Requirements: A range of professional and safety training is required annually for all state employees, as well as adherence to cybersecurity protocols implemented by the state and agency. Access to driving records is required to drive state-owned vehicles or rentals on state contract. A background check is required.

Physical Demands: The role requires frequent computer use, including sustained typing and data entry, as essential functions of the job. Physical activity is generally sedentary, with occasional standing, walking, bending/stooping, and light lifting or carrying of materials (up to 20 pounds). Periodic evening or weekend work may be required for special projects and to meet deadlines, and infrequent in-state travel may occur for trainings or agency needs. Reasonable accommodations may be provided to qualified individuals with disabilities to enable them to perform the essential functions of the position, consistent with applicable law and agency policy.

Work Environment: This is a full-time position, Monday-Friday in a standard office environment where offices and cubicles are equipped with standard office computing equipment.

Travel Requirements: Travel may include local, regional, statewide, or occasional national travel to support agency operations, meetings, conferences, and strategic initiatives.

BENEFITS INFORMATION

The Louisiana Board of Regents, as part of Louisiana state government, offers a wide range of career opportunities for individuals committed to advancing public higher education and making a meaningful impact through public service. With positions supporting institutions and initiatives across the state, employment with the Board of Regents provides a unique opportunity to contribute to Louisiana’s academic, workforce, and research priorities.

As a Regents employee, you will receive competitive compensation, access to a comprehensive benefits package, and opportunities for professional growth and development.

Health & Life: Fulltime employees are eligible for group health and life insurance coverage through the Office of Group Benefits.  

Retirement: Full-time employees are required to contribute 8% of their base pay to a Louisiana retirement system. The retirement system provides retirement allowances and other benefits for state officers and employees and their beneficiaries. Regents’ employees have the option of joining the Teacher's Retirement System of Louisiana (TRSL) or the Optional Retirement Plan (ORP). ORP is also available to some part-time positions. 

Accrued Leave: Unclassified state employees earn sick and annual leave in accordance with Executive Order Number JML 24-122, Rules on Leave for The Unclassified Service.

HOW TO APPLY

To apply for this vacancy, click on the “Apply” link above and complete an electronic application, which can be used for this vacancy as well as future job opportunities.

Resumes will not be accepted in lieu of an application listing complete work experience and education. 

Applicants qualifying based on college training or receipt of a baccalaureate degree will be required to submit an official college transcript to verify credentials claimed prior to appointment. Please make every effort to attach a copy of your transcript or any other materials as outlined in the posting to your application if possible.

Applicants are responsible for checking the status of their application to determine where they are in the recruitment process.

The Board of Regents is a State as a Model Employer (SAME) agency that supports the recruitment, hiring and retention of individuals with disabilities. For more information on employment resources for individuals with disabilities, see the Louisiana Employment Resources Guide. (Download Adobe Acrobat Reader) 

CONTACT INFORMATION

For more information about this posting, please contact:

Kim Small
Employee Relations Specialist
[email protected]

Benefits

Benefits for unclassified employees are determined by the individual hiring authority.

Supplemental Questions

Required Question

Agency Information

EmployerState of LouisianaAddress 1201 N 3rd St

Baton Rouge, Louisiana, 70802 Phone(866) 783-5462
Website http://agency.governmentjobs.com/louisiana/default.cfm