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ITD Technology Inventory

This document outlines the various levels of IT support provided for desktop and printer-related problems, connectivity issues, and complex system challenges. Level One services address immediate desktop and printer issues, while Level Two escalates persistent problems, including network outages and advanced technician support. Level Three encompasses sophisticated problems requiring specialized knowledge in networking and complex internet protocols. Each level ensures optimal support for users, including setup, installation, and management of necessary infrastructure to maintain operational efficiency.

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ITD Technology Inventory

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  1. ITD Technology Inventory

  2. Help Desk SupportLevels Level One Desktop and Printer problems Connectivity/Permission issues Computer Technician (call or site visit) Level Two Persistent Problems beyond level one service Network outages, complex system problems Senior Computer Technician, expanded knowledge Level Three Complex Problems involving multiple disciplines Complex Internet Protocols VPN/Inter Company Connectivity Senior Network Analyst, high level of knowledge

  3. User Desktop Layer Provision New computers, Printers Departmental Shared Printers Desktop Software Installation (MS Office) Application Installations (MUNIS/ADP Java) Computer/Memory/Disk Upgrades Telephones (Centrex, VOIP, Call Center S/W) Network Layer Wiring (Cat-3, Cat-5 Cat-6) LAN – Copper, Fiber WAN – Inter Building SpringNet Application Layer Application Servers, Data Storage, Backup Plan Virtualization End User Equipment Required Infrastructure Layer Firewalls/VPN Internet Access (Security, Email and Content filters) Domain Management (Active Directory, DNS) File and Print Servers Storage Area Network (SAN) Data backup – Automated Tape System High Speed Printing Core Network Components (Routers/Switches) Microsoft Update Server Wiring / Power / UPS / HVAC Management Disciplines Help Desk/Service Requests User Administration – Email, File Sharing, MUNIS, IAS, ADP) Capacity and Performance Management Change Management Bandwidth Management Technical Planning – Project Related Technical Planning – Core Infrastructure Recovery Management

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