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- Departments
- Information Technology
- Support Functions
Support Functions
- Administration
- Application Development
- Computer Security
- Hardware / Software Inventory
- Help Desk
- Monitoring, Analysis & Performance Tuning
- Network
- Technical Procurement
- Telecommunications
Administration
- Customer consultation
- Documentation
- Individual and staff career development and training
- Maintain:
- Guidelines
- Procedures
- Processes
- Standards
- Manage customer and management expectations
- Personnel management
- Project management
- Research and development (as appropriate)
- Strategic planning
- User technical training
- Work management including performance monitoring and reporting
Application Development
- Application enhancements and ongoing support
- Help Desk 2nd level applications trouble shooting
- "Make Good" Analysis
- Manage programming and quality assurance
- Manage all aspects of application development life cycle:
- Project Initiation
- Requirements Definition
- Evaluation of Alternatives (including "Make versus Buy" Analysis)
- External Specifications/Environment
- Internal Specifications/Environment
- Database Design and Administration
- Detailed Programming and Systems Design
- Coding/Programming
- Unit and Systems Testing
- Data Conversion
- User Training
- User Acceptance Testing
- Turnover and Implementation
- Post Implementation Follow-up
- Quality Assurance (change management control, user acceptance testing coordination)
Computer Security
- Administration (such as adds, changes, deletes) of passwords, rights, privileges for individuals/groups/hardware/software
- Virus protection
- Auditing and compliance follow-up
Hardware / Software Inventory
- Maintain personal computers (PC) and PC peripheral surplus and spare parts inventory
- Clean up (data, reconfiguration, etc.) returned equipment
- Manage equipment redistribution
- Equipment tracking
- Related trouble shooting and problem resolution
- Track software licenses and ensure compliance
Help Desk
- Call:
- Escalation
- Reporting
- Routing
- Tracking
- Trending
- First level internal technical phone support (hardware and software)
- First level remote connectivity technical phone support (hardware and software)
- "How to" Questions
Monitoring, Analysis & Performance Tuning
- Capacity Planning (DASD, CPU processing, memory, speed, throughput)
- General housekeeping
- Files
- Queues
- Reports
- Scripts, etc.
- Job queues:
- Batch
- Compiles
- Domino/Notes
- Interactive jobs
- Queries
- Maintain printing supply inventories such as:
- Developer
- Forms
- Paper stock
- Toner, etc.
- Operating system (PTF level, version, release)
- Query management process
- Security administration
- Spooled output and out queues
- System configuration of:
- Communications
- Multiple systems
- Printers
- Terminals
- Unplanned outage reporting
Network ( PC / LAN / WAN )
- 2nd level support such as:
- Applications development
- Business application
- Help Desk
- Remote sites
- Routine maintenance, performance monitoring and tuning, upgrades, and support
- PC support via:
- Login scripts
- Modems
- NIC Cards
- Printers
- Software installs, etc.
- Server
- Backups
- Configurations
- Operating systems:
- Windows 95
- Windows 98
- Windows XP
- Windows NT
- Restores
- Software distribution
- Upgrade
- Cable infrastructure and internal/external connectivity from POD:
- Hubs
- Routers
- Switches
- Other components
- Corporate Applications Support
- Geographic Information Systems (GIS)
- Internet
- Laserfiche
- Microsoft Office
- Remote dial-in communications, etc.
- Preventive maintenance initiatives
- Moves, Adds, Changes (MAC) for voice and data
- Internal site inspections
- Configurations, install, upgrade, and/or move personal computers and peripherals
- Migrating data from one PC to another when appropriate
- Process equipment tracking information for inventory and Help Desk purposes
- Related trouble shooting and problem resolution
- Special projects (physical inventories, large scale moves - expansion area, etc.)
- Disaster Recovery
- Research and Development (latest technology tools and trends)
Technical Procurement
- Negotiate prices and order hardware/software (PC, Network, Telecom)
- Receive equipment/materials
- Handle all related vendor, shipper, and A/P problems and interfaces
- Contract administration
- Coordinate vendor activity and manage vendor performance
Telecommunications
- 2nd level support such as:
- Applications development
- Business application
- Help Desk
- Remote sites
- Cable infrastructure maintenance and support
- Controllers
- Disaster Recovery
- LAN monitoring, analysis, and performance tuning
- Lucent and Avaya ACD, switches
- Multi-button telephone
- PDN/VPN
- Preventive maintenance initiatives
- Research and development
- Routine maintenance and support
- Special projects (project lists)
- Telephony:
- Expense tracking:
- Call detail charge backs
- Calling cards
- Cellular phones
- Pagers
- Telephones
- Invoice processing
- Maintenance
- Usage monitoring
- Expense tracking: