Infrastructure Services Support Technician

About the role

The Infrastructure Services Support Technician provides first‑line technical assistance for the Board of Regents’ enterprise infrastructure and end‑user computing environment. Working within the Information and Data Strategy Division, the technician installs, configures, maintains and troubleshoots desktops, laptops, mobile devices and related systems to ensure reliable, secure digital services for Louisiana’s public higher‑education ecosystem.

Key responsibilities

• Install, configure, update and repair Windows‑based desktops, laptops and mobile devices.
• Serve as the primary help‑desk contact, triaging hardware, software and user‑access incidents and escalating complex issues.
• Provision devices, deploy software, apply system updates and manage endpoint security tools.
• Maintain accurate documentation of incidents, configurations and asset inventories.
• Collaborate with infrastructure and end‑user computing teams to support network connectivity and service reliability.

Required profile

• Strong technical knowledge of Windows operating systems, Microsoft 365 and basic networking concepts.
• Proven ability to troubleshoot hardware, software and access problems and determine appropriate escalation.
• Familiarity with Active Directory, endpoint management and security practices.
• Excellent customer‑service orientation and clear communication with both technical and non‑technical users.
• Organized, analytical and able to manage multiple priorities while maintaining accurate records.

Required skills

• Windows operating systems
• Microsoft 365
• Active Directory
• Endpoint management
• Endpoint security
• IT service management (ITSM) practices
• Basic networking concepts