Information Technology Policy Manual 2022

B. Tier II Department Requirements:

(1) Maintain a staff level minimum of 1 qualified G14-Analyst Help Desk Services and a back up within the Tier II Department. Minimum Tier II staffing requirements will be determined by the Budget Office and the Information Technology Department after reviewing the Tier II Department Request. (See Appendix A.)

(2) Tier II staff will maintain technical certifications in appropriate disciplines. (See Appendix B.)

(3) Manage scheduled replacement of leased equipment while adhering to 30-day turnaround on deployment and return.

(4) Changes/additions/updates/modifications to production systems will be entered into the Change Approval System and approved by the Change Approval Board prior to implementing the change.

(5) Maintain systems and software at current supported levels.

(6) Consult with the IT Management Board to determine best practices when proposing a new technology project.

(7) Keep current security patches on systems and equipment.

(8) Enforce security policies as defined by the Information Technology Department.

(9) Maintain up to date applications and support contracts.

(10)

Participate in scheduled Change Approval Board (CAB), Security, Tier II, and other board meetings as requested by CIO.

(11) Notify the IT Change Approval Board of planned system outages by entering Change Requests and entering incident reports (IR) when appropriate.

(12)

Provide 24-hour support to resolve user and systems issues. On-call information and on-call procedures will be documented and reviewed in the annual Tier II audit.

COMPLIANCE AND ENFORCEMENT

The IT Management Board reserves the right to audit the compliance of Tier II Departments in the following areas:

• Tier II Departments are required to sign an annual Service Level Agreement (SLA).

• The Cyber Security Division reserves the right to conduct a yearly audit of established criteria to ensure the department is compliant in all established areas. The Information Technology Department reserves the right to conduct these audits more frequently if deemed appropriate for security support.

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