Thursday, June 24, 2021

Technology Services Bureau (TSB)

The Technology Solutions Bureau (TSB) provides the data center, cloud, e-mail, Active Directory, identity management, Help Desk, and desktop support services across the county. The team provisions and supports enterprise and departmental computing environments including:

  • Physical and Virtual Servers
  • Multiple Platforms
  • Network and SAN Storage
  • Software Maintenance and Patching
  • Backup and Recovery Services
  • Mainframe Hosting and Application Support
  • Desktop Support
  • Active Directory and Messaging
  • Data Center Collocation and IT Support Services
  • Help Desk Services

Data Center - In December 2013 Riverside County acquired the Riverside County Collaboration Center (RC3). RC3 is a state of the art data center that offers leased collocation services that range from a single rack unit within a shared cabinet all the way up to custom sized cages capable of securing multiple racks. RC3 will serve as the primary data center for Riverside County. RC3 combines redundant power throughout the facility with over 500 tons of cooling capacity. In addition, RC3 allows access to multiple Internet Service Providers (ISP's) providing a scalable infrastructure to meet the needs of Riverside County and our private sector business partners today and into the future. Presently RC3 is staged with over 75 server racks and several thousand feet of open floor space to accommodate the various Riverside County Computer Systems that are planned for relocation to RC3. Over the next 18 months RCIT will focus on relocating and consolidating computer systems that are located at the CAC, RCIC, and DPSS into RC3.
RC3 General Information:
  • 18,500 sq. ft. Data Center raised floor
  • Concurrent distribution paths to critical systems
  • Redundant power and cooling
  • Multiple telecom service providers available with bandwidth from 1MB to 10GB
  • 24/7 on-site security
  • Controlled card and biometric access
  • Dry line pre-action fire suppression system
  • Very Early Smoke Detection Apparatus (VESDA)
  • Smoke, heat, and water detection systems

Desktop Support Services (DSS) - User Support Technicians (USTs) provide first and second level support for County desktop devices, including PCs, laptops, tablets, printers, and peripheral accessories. The USTs perform tasks related to device installation, implementation, imaging, configuration, application loading, troubleshooting, repairs, equipment refreshes, salvaging, and asset tracking. Desktop Support provides service to thirty consolidated departments that include "confidential" units such as Human Resources and the Board of Supervisors. With full consolidation, the total number of full time USTs will reach approximately eighty (120) technicians. Temporary Assignment Program (TAP) staffing will continue to be used to augment service levels in the near term.

Help Desk - Help Desk duties provided include call center services, first level support for the various county computing and network systems, outage notification and escalation services, and repair ticket tracking. Responsibilities will grow to include second level support as the departments fully consolidate. Over the next fiscal year the Operations Center area will include communications analysts from the Converged Network Services (CNS) staff along with security analysts from the ISO, all of whom will provide system monitoring on eight wall-mounted 80-inch flat screen displays. Also beginning this fiscal year, USTs from the various departmental groups will serve a rotating duty on the Help Desk to provide second level support, additional staffing augmentation, and knowledge base transfer. Working in concert with the CNS and ISO staff, the Help Desk support personnel will be better equipped to provide faster and more accurate assistance to our customers. The Help Desk is staffed Monday through Friday, from 6:30 AM to 5:30 PM. All calls received on weekends and afterhours are answered by the Data Center Operations personnel or a contracted service from 11 PM to 6 AM.

Help Desk Services include:
  • 24 x 7 Support
  • Active Directory, Email, and VPN Account Creation
  • Telephone, Network, PeopleSoft, and Computing Trouble Calls
  • Network and Infrastructure Monitoring Services
  • Information Security Office Monitoring Services
  • County Main Information Number

Cloud Service Solutions (CSS) - The CSS division is responsible for deployment and support of cloud based technology solutions and their supporting enterprise services. This team will be transitioning on premise systems to cloud based solutions. This will involve research and analysis of current and future technologies for the best application to our current business needs. Projects underway include:

  • Enterprise Identity Management
  • Microsoft Office 365 (O365) for communications and collaboration services, which include Exchange Online, SharePoint Online , Office Online, O365 Pro Plus (Office 2013), and Lync Online.
  • Microsoft Azure