The Infrastructure Services division ensures that the computer, telecommunications, data network, and security systems are available to enable County staff to provide essential services to their customers. The Infrastructure Services division also maintains desktop applications that reside on the standard County computer image.
The County’s computer inventory consists of 1400 desktop computers, 137 laptops and tablets. The useful life for computer equipment is five years. All computer systems run Microsoft Windows operating system (currently Windows 7), Microsoft Office 365 (Office (2013), Exchange, Lync and Sharepoint online in addition to Sophos Anti-Virus software, Adobe Acrobat Reader, and Microsoft Internet Explorer.
ITSD also supports over 400 smartphones, both County-owned and personally owned devices, and electronic tablets. The Department has recently deployed a mobile device management system to more efficiently manage these devices and to provide specific, consistent usage and policies to protect county data and information.
Service Delivery Areas
The Infrastructure Services division provides support in five major areas that are described below:
- The central Service Desk is the single point of contact to make it easier for customers to report incidents and requests related to technology. The central Service Desk reduces operational costs and improves usage of available ITSD resources. The technicians coordinate and resolve reported incidents as quickly as possible over the telephone and through e-mail or remote desktop assistance. The Service Desk also provides assistance for other activities such as user account passwords and change requests. The technicians create a tracking ticket based on the type of service required and assign the ticket to the next level of support if they are unable to resolve the issue.
- Desktop technicians are the first point of escalation if the Service Desk technicians cannot resolve the incident. The desktop technicians provide guidance and instruction to the Service Desk technicians to diagnose and resolve incidents as well as provide support based on tickets escalated by the Service Desk. The desktop technicians are also responsible for completing special projects such as major upgrades to operating system and desktop applications. The desktop technicians typically contact the customer to schedule an appointment for an on-site visit or provide support using remote desktop assistance.
- Network Services includes all services to provide and maintain the County’s network infrastructure, which is based on Ethernet and consists of two core switches connected via a 1 Gbps wide area network (WAN) fiber link. The County’s workstations and servers connect to edge switches at 1 Gbps to each core switch. The fiber connects 12 County buildings within Flagstaff: Administration, OTEC, HR, CD/Facilities, King Street, LEAF, Dental Clinic, Courts, PW, Elections warehouse and Parks and Rec. The other 15 remote offices connect to The County’s main fiber infrastructure through T1 lines. The wireless infrastructure consists of 50 access points installed throughout 5 buildings. The routing and switching infrastructure is standardized on Cisco hardware.
The network engineers are responsible for the network security, and firewall configuration including intrusion prevention and intrusion detection through monitoring of the County’s network traffic. Network Services is also responsible for the administration of secure remote access for employees and vendors and wireless support.
- System and Storage Administration Services includes server administration and management, testing, patch management, anti-virus monitoring, and operating system upgrades. The County runs a VMware virtualized server infrastructure with 90 virtual machines on seven physical host Dell servers that were recently replaced in 2015. There are also 45 physical servers that run some legacy applications (such as Finance Reporting and HR.Net) that currently cannot operate in a virtual server environment. The County standardizes on the Microsoft Windows Server operating system.
Storage administration includes configuration and management of the storage area network (SAN) and other storage systems and the system backup processes. The data storage infrastructure is built upon Dell EqualLogic SAN equipment and consists of 60 terabytes the backup infrastructure is supported with AppAssure backup software.
- Telecommunications Services supports over 16 data circuits, 40 T1 connections to County facilities, and 965 VOIP handsets.