Providing technical support across Bexar County government requires a highly trained staff with a wide range of skills.
The Bexar County network is the responsibility of the Chief Network Architect and the Network Architects I and II. The operational aspects of County computer network administration are generally handled by the Network Architects I and II. They also assist with software and hardware requirements, perform testing, monitor, maintain and upgrade the County Local Area Networks and user application software. They also help train Technical Support Specialists, test and evaluate hardware and software, maintain installation and relocation records. The Chief Network Architect supervises the Network Architects I and II and is responsible for the implementation of Microsoft Exchange on the network as well as firewall security, network infrastructure solutions, managing network servers, and provides documentation and tactical and strategic input on overall network planning.
Telecommunications is part of the network in Bexar County and there are specialized Technical Support team members who keep the telecomm network and equipment operating properly. The Communication Technician Supervisor is responsible for supervising the Lead Communications Technician and Communications Technicians as they install, repair, troubleshoot and maintain the County's voice and data networks; including major telephone switches, stand alone systems, local and wide area networks and voice and data devices for County departments and offices.
The Help Desk provides telephone technical assistance to customers throughout the County government and is staffed by Technical Support Specialists at varying levels. When a problem cannot be solved over the phone, a trouble call ´ticket' is created. This signals the Technical Support Coordinator (TSC) to assign a Technical Support Specialist to resolve the problem.
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The TSC represents the single point of contact for all end-users regarding technical problems, work order requests, change management, and new equipment orders. The TSC also supervises the Technical Support Specialists(I-IV). The Technical Support Specialist IV is responsible for supervising large equipment moves ofelectronic components, tracking hardware and software inventory and scheduling workload; trains and advises Technical Support staff, assists with transition of infrastructure solutions; leads projects and performs maintenance of network hardware and software. The Court Technology Support Specialist provides complex, wide-ranging technical support to courtrooms and associated offices; installs, services and maintains audio-visual equipment and computer hardware/software; and is the main contact for technical support in the Courts. The other levels of Technical Support Specialists staff the Help Desk; install, relocate, troubleshoot, test, and repair mainframe terminals and PC workstations and peripherals; train end-users in network software applications; determine software and hardware requirements and needs; and test and evaluate hardware and software.
The Asset Control Analyst is responsible for maintaining control and inventory of County hardware and software assets, processes end-user purchase order requests, expedites and tracks the purchase orders and completes physical inventory of assets.
In order to keep this big team performing at peak levels, the Technology Business Analyst conducts management analysis and research, develops performance measurements and advises management on policies and procedures.
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