As many of you know, Jason and Nate are a mighty team of two who keep the City’s technology systems running smoothly every single day. To help them stay organized, productive, and able to respond more efficiently to staff needs, a few updates are coming to the IT support process.
First, the IT office will begin carving out dedicated “focus time” where the office door may be closed and drop-in visits paused. This uninterrupted time allows Jason and Nate to work on larger projects, troubleshoot complex issues, and keep systems moving forward behind the scenes.
Second, the IT Helpdesk system is being upgraded. Soon, staff will submit requests through an online portal rather than sending emails. The new system will collect important details about each issue, helping IT better prioritize requests, track progress, and respond more effectively. Random emails, phone calls, text messages, and drop-ins make it much harder to keep requests organized and ensure nothing slips through the cracks.
Thank you all for helping support these changes; they’ll ultimately improve service for everyone across the City. And a huge thanks to Jason and Nate for what they do each and every day!
