The People Behind the Curtain
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ITS provides support and service to all City departments for voice, video and data technologies.
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The Department of Information Technology Services (ITS) provides support and service to all City departments for voice, video and data technologies. The twenty-nine (29) person staff is on call 24/7 to ensure the on-going operation and availability of City technology systems. ITS Administration oversees and manages the work projects and technical support staff of the department. The technical support staff is comprised of Help Desk Services, Computer Training, Business Applications, Computer Hardware and Software Management, Network Administration, Geographic Information Systems (GIS), Telecommunications and Web Administration and Development.
Administration: Management works closely with City staff, outside agencies and vendors to ensure high quality delivery of services and to ensure information technology systems are successfully implemented, maintained and secured. Administration develops short and long range technology goals and objectives, provides project and contract management services, develops and evaluates request for proposals, and develops and administers the City’s technology plans and department budget.
Help Desk Services: This area monitors the availability of the City’s computer systems, networks and peripherals. Help Desk personnel serve as the main point of contact for all computer users and record all calls for service. They troubleshoot and resolve end-user problems or refer unresolved problems to appropriate staff. Other duties include system security administration, mid-range system backup and City facility access security.
Business Applications and Support: This area specializes in the analysis, development, maintenance, implementation and upgrade of City automated business systems. Such systems include Financials, Community Development, Parks and Recreation, e-business, Geographic Information Systems, Web Development, etc. Additionally, this area provides technical and professional services relating to technology advancement, end-user support, training, application programming and development, data conversion and integration. They also provide technology research and development, system security administration, and project management services.
Network Administration: This area specializes in the installation, maintenance, upgrade and repair of the City’s data network systems and infrastructure. They troubleshoot and resolve network system malfunctions and oversee the deployment of server-based systems and storage area networks. They provide facility and network design engineering and implementation services for new technology and manage end-user, system and network administration and security. Additionally they manage SPAM, Firewall and the City’s calendar, email and Internet services.
Computer Hardware and Software Management: This area specializes in the installation, maintenance, upgrade and repair of personal computers, midrange business systems and associated peripherals. They troubleshoot and resolve technology system malfunctions, provide end-user support, review and develop citywide technology based standards and configurations, approve, and procure all computer hardware and software purchases, including vendor payment management. Additionally they track and manage all related assets, product licenses and contracts.
Computer Training: This area provides basic to high-level technical instruction to all City employees in the use and operation of citywide computer hardware, software, operating systems, telephones, technology peripherals, and department specific applications. They develop and implement computer-training programs to meet the needs of the organization and assist with the planning, testing and managing of software upgrades and computer hardware and software installations.
Telecommunications: This area specializes in the installation, maintenance, upgrade and repair of the City’s wireless backbone, Private Branch Exchange (PBX), landline telephone services, video monitoring cameras, mobile data computing, radio, and paging systems. They troubleshoot and resolve system malfunctions, provide end-user training and support and administer all systems. They approve, and procure all telecommunications hardware and software purchases, including vendor payment management. Additionally they track and manage all related assets, product licenses and contracts. They are also responsible for FCC filings, registrations, communications impact studies and FAA compliance for navigational hazards for City projects, sites and other liabilities.
