Technology Experience
Technology Experience Division
The Technology Experience Division is responsible for providing support to Wayne County departments and elected offices for the continuity of their business operations. The division houses the Wayne County Service Desk, which provides support through phone and email, to assist County employees with their technology needs. The division provides outreach from our business advocates who aid Wayne County departments in determining their technological needs and facilitates discussion with internal technical teams. The division also provides technical training for County-wide enterprise applications.
Service Desk - The IT Service Desk assists customers with their technology incident and service request. They are the first point of contact and center for communication between other departments and elected offices and IT. They are also responsible for maintaining the IT Knowledge Base, offering self-service for customers who want to resolve incidents quickly themselves.
Business Advocates - Business Advocates work with other departments and elected offices to help them achieve their IT goals. They conduct regular outreach with department leadership to determine how IT can assist with upcoming initiatives and drive adoption of existing County applications and services, and service request status. They communicate with departments and offices to keep everyone informed about new IT offerings and planned changes. In addition, they organize reporting, plan meetings, and provide updates to project stakeholders.
Training and Documentation - The Training and Documentation team works to increase the knowledge and confidence of County employees in IT offerings. They work with departments and offices to evaluate where their employees could benefit from additional knowledge and, with the help of department representatives, develop and conduct targeted training to meet specific needs. They ensure that new employees receive the knowledge and support needed to be successful at the County. They also develop and conduct training for new IT County wide applications and services. Additionally, they manage the tools and repositories necessary for creating and storing training materials, making sure they are easily accessible to County employees.
Record Management - The Records Management team is responsible for planning, organizing, and promoting activities involved in records creation, maintenance, use and disposal. The team works with departments and elected offices to establish policies and procedures for preserving records for the length of time dictated by State and Federal records schedules. They assist departments and offices in organizing records and non-records into standard filing applications to enable efficient access and control. They also work with departments and IT Security to regularly review to ensure access and control to records meets current requirements.