Infrastructure
Design, engineer, analyze, and support server-client infrastructure. This includes desktop and mobile computer hardware, tablets, and smartphone devices, operating systems, and system management utilities.
HELP DESK
Receive and manage inbound calls for IT Services. The Help Desk assists internal and external customers by providing phone support and remote user support. They create incident tickets, assign, and dispatch field service technicians for onsite responses. The Help Desk retains ownership and tracks all calls until the issues are resolved. All calls are assessed and handled based on systems impact, severities and priorities. These calls are handled at first contact when possible. Depending on the complexity of certain calls, they may be escalated to another IT division and/or senior technical staff for resolution. In addition, the Help Desk will ensure that calls are responded to and resolved in an expedient and timely manner.
FIELD SERVICE
Support day-to-day operations of all city departments; provide onsite customer service and technical resolutions. The Field Service staff work to resolve all end user computers, networks, and telecommunications issues. When possible, most IT service calls are resolved by the Help Desk staff remotely. When necessary, Field Service staff are assigned to provide boots-on-the-ground support for our customers at their locations.
SYSTEMS
Design, analyze and support all servers and client hardware and operating systems. Ensure high-availability and proper backups/restores. This includes desktop and mobile computer hardware, tablets and smartphones devices, systems software, utilities, virtual machines, Internet of Things (IoT) devices, and client-server infrastructure.
DATABASES AND STORAGE
Design, engineer, and maintain databases and storage systems to ensure high-availability of enterprise data with proper backup systems. This includes all data center and network files and databases, data backup and restoration processes and procedures, centralized storage systems, second-site, and cloud storage in serving our departmental users to ensure proper failovers and disaster recovery capabilities.
CLOUD COMPUTING AND VIRTUALIZATION
Implement and maintain internal systems, hybrid on-premise and external cloud services. Support server and client virtualization and hyper-convergence systems to dynamic and agile compute platforms for a smart city ecosystem; reduce infrastructure footprint, increase interoperability, scalability, mobility, accessibility and availability of systems, services and applications for our customers.
NETWORK AND TELECOMMUNICATIONS
Provide network connectivity for a multi-media environment to support mixed media traffic to include video, voice, and high-speed data. Design and manage all internal network devices and external carrier circuits and cloud service providers. This includes all endpoint devices, Layer 3 switches, Next Generation Routers, and Firewalls to interconnect diverse/complex, multi-campus, multi-facility enterprise networks. This includes fiber optics and wireless licensed and non-licensed frequency systems. This team also provides VoIP telephony services, 911 PSAP and SCADA telemetry technical support.
CYBER SECURITY
Design, engineer, and implement cyber security systems and appliances to monitor and maintain a reliable network and systems architecture for the City. This includes WAN/LAN, Intranet/Internet/Extranet, CCTV and physical control systems for all voice, data and video network equipment components, wireless and wired networks, and enterprise computer systems.