The Information Technology Department is a service department that serves the technology needs of county departments, their tech communication with the public, safely secures all county technology, and backups all county data.  If there is a technological way for departments to do the job better we want to make that happen.  The technology needs and requirements of the county have rapidly evolved over the last number of years.  IT has gone from ordering, connecting, backing up, configuring wired desktop PCs and servers, to a department that must now also research, fully secure, maintain, replicate, connect, install and support hundreds of programs and applications on smart devices, cameras, mobile devices, PCs, virtualized servers, and connected through wired, Wi-Fi, cell towers, our internal network and the cloud.   We must also navigate and pass audits required by the State and Federal governments for HIPAA, CJIS, and PCI, plus communicate to our citizens in new ways through social media and the web, retain years of vital records, and keep hackers at bay.  Just like in our everyday lives, the number of devices, systems, and folks requiring more technology to do their work has grown exponentially.

Workload Measures 2021-22

1. Number of help desk requests resolved
2. Number of help desk requests received
3. Number of unplanned outages affecting service at any time of day (Percentage up 24/7)
4. Completion time of high priority work orders (hrs)
5. Completion time of medium priority work order (hrs)
6. Number of print shop jobs completed


Updated 8/17/2021

GOALSPROGRESS
1) IT will implement two-layer authentication for 90% of internal server access for IT Department Administrators to add another layer of security.In Progress
2) If funded, transition to new IT inventory management system as the primary system used in the county for efficiency and better customer service.In Progress
3) To accurately show better overall technology resource usage by department, IT will finish Phase I of a “Technology Usage Formula.”In Progress
4) To help combat the problems of the “Digital Divide,” and more broadband access opportunities, IT will engage with the Library and ABSS IT two times a year to jointly come up with new solution planning.In Progress
5) To maintain good customer service to our employees, 90% or better Work Orders assigned within a day (Business).In Progress
6) To satisfy the pressing need for ongoing security education form at least two training and testing modules for county employees to keep their knowledge current on the latest dangers from hackers.In Progress
7) Educate employees with training modules and hands on training for those that need more help, to better manage their email resources to help reduce the email footprint on the county- saving time, money and resources.In Progress