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Support,
Troubleshooting, and Call Resolution
NTS/DCDS customers who are having
problems with or questions about their computers
often
receive support directly from NTS/DCDS. In DHHR field offices,
each location has designated an employee to serve as an
Equipment Coordinator (EC). ECs are trained by NTS/DCDS
staff on local network operations, basic troubleshooting and
problem resolution, and maintenance of local backups. When
an EC is unable to resolve a problem, they contact the MIS
Help Desk.
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First level support for a problem is handled by the MIS Help Desk If the Help Desk is unable to resolve the call quickly,
they refer the problem to the appropriate technician. More than 50% of all calls are resolved by the Help Desk.
Local and Field technicians log all calls they receive directly to the Help Desk. Some
out-stationed support technicians
serve as first level support to their customers. The Help Desk logged
18,064 calls in 2000.
Second level support is handled by the Local and Field Support Teams and are problems that can not be resolved
initially over the phone, or are for installation or on-site consultation requests.
Third level support is provided by Team Leaders, Network Team members, or through vendor support.
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User and Account Administration
Create and manage user accounts for DHHR network customers and administer user rights, permissions, properties, and
shared resources based on customer needs.
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Network Operations and Management
Establish, maintain and administer standards and operating procedures. Provide support for networks including
hardware and software specification, wide area network (WAN) planning and design, local area network (LAN) planning
and design, domain design, network operating systems management,
software distribution back-up processes and off-site storage. NTS/DCDS
supports 50 servers centrally and approximately 110 in the field. |
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WAN and LAN Infrastructure Management
Design, implement, monitor and troubleshoot network infrastructure: data circuits, routers, modems, hubs, switches,
gateways, communications controllers, cabling. Support 170 existing locations with plans to add an additional 25 in
Fiscal Year 2001/2002. |
Email Administration
Manage and administer DHHR customer e-mail system. Includes design, configuration and support of local and remote
post offices, administration of 5,000 user accounts, and e-mail virus protection.
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Training
NTS/DCDS technicians plan and conduct formal training for DHHR
field office Equipment Coordinators |
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Project Consultation, Planning and Management
Provide project evaluation, planning and/or management as it relates to hardware, software and networking for
Departmental technology projects. Consult with Users to evaluate need and determine most appropriate solution for that
organization based on system requirements and budgetary constraints. The
NTS participates in the evaluation and
implementation of five to ten new project activities per month. Current large management projects include:
NTS/DCDS also participates in the site readiness evaluations, preparation and planning for physical relocation of offices. This
has included the Diamond Building relocation, several DHHR field offices and R&R offices.
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Committee Service
NTS staff serve on the WVSUN Engineering Committee and the Networking Forum of the WVNET
advisory committee. |
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