Division of Information Management
Description
The Division of Information Management is comprised of a small, dedicated staff of 33
employees who service the technology needs of 2,500 government employees. This staff
provides information services which improve service quality and efficiency of all
County departments. The staff are structured into three teams, applications, technical
systems, and the help desk.
Application Team
The Application Team of Information Management designs, develops, tests, and maintains
all of the in-house County applications and websites. The team's highly skilled staff
design and develop applications and websites in the latest Microsoft technologies
including VB.Net, ASP.Net, AJAX, XML, and SQL. This team's responsiblilities also
include management, administration and maintainance of third-party and contractor
developed systems.
Technical Systems
The Technical Systems team designs, implements and supports the County network infrastructure that includes all systems level Microsoft and Unix server support, Firewall/Internet/e-mail Security systems, VMware Virtual sever / workstation systems, Citrix application delivery systems, 911 Public Safety application and systems support, Email / Archive systems, Storage Area Network / Backup, PC workstations / terminal support, VOIP (Voice over IP) and Video Conferencing as well as supporting over 100 PC based application systems. This team highly skilled technical staff work in conjunction with the application and help desk teams in providing consistent and valuable service.
Help Desk
The Dane County Help Desk is an integral part of the Technical Systems Team, providing
front-line support for all application and technical issues. The primary responsibility
of the Help Desk is to respond to requests for assistance from over 2000 users. Staff
assigned to the Help Desk respond to an average of 100+ calls and emails per day. The
Help Desk handles a wide range of problems dealing with a variety of software and hardware.
The largest categories of calls deal with problems with related to security, email, printing,
hardware, and remote connectivity. The Help Desk resolves about 80% of the problems
internally with the remainder assigned as work orders to other technical staff. Other Help
Desk responsibilities include:
- Configuring and installing PC’s, laptops, windows based terminals and printers
- Scheduling and coordinating installation and repair of equipment
- Network security administration
- Configuring and instructing clients and resolving issues relating to remote network access
Resources
ADA